Open to opportunities

Iara Pinto Caetano

@iarapintocaetano

Message

I lead multicultural operations teams, improving quality, performance, and delivery against KPIs.

Portugal

Message

What I'm looking for

I'm looking for an operations or quality leadership role where I can lead multicultural teams, improve processes, develop people through coaching, and deliver measurable results against quality, KPI, and SLA targets.

I've progressed through Analyst, Quality Support Analyst, and Business Process Team Lead roles at Accenture in Lisbon, earning two promotions over four years. I currently lead a multicultural team of more than 20 members, delivering KPIs and SLAs while maintaining strict quality standards.

I manage scheduling, workload distribution, resource planning, performance reviews, coaching, and analyst hiring. My work turns feedback into measurable improvements in efficiency and quality.

Before Accenture, I supported customers at Teleperformance, handled guest operations at Club Méditerranée, and volunteered as guide and operational manager for the Belgian delegation at Eurovision.

I'm comfortable in high-pressure environments and bring experience in operations, quality support, people management, incident tracking, documentation, reporting, and conflict resolution.

Experience

Work history, roles, and key accomplishments

Current

Business Process Team Lead

Current

Accenture

Jan 2025 - Present (1 year 7 months)

Led a multicultural team of 20+ members, ensuring achievement and delivery of KPIs and SLAs while maintaining strict quality standards. Conducted performance reviews and coaching sessions, managed scheduling and resource planning, and interviewed candidates for analyst roles.