At Accenture Portugal, I facilitate daily huddles, distribute real-time queues, and monitor delivery metrics to meet client SLAs and turnaround targets. I also investigate operational failures and implement corrective actions to prevent recurring issues.
I track team performance and quality metrics, coach reviewers, and create targeted development plans. I also simplify workflows and serve as the primary point of contact for interviewing and onboarding new talent.
As a Quality Analyst at Accenture Portugal, I analyzed machine learning predictions and audited agent decisions, policy tagging, and evidence. I provided structured feedback to reviewers and proposed policy refinements for ambiguous cases.
Earlier, I worked as a Data Analyst at Accenture Portugal, applying policies to machine learning models and digital ad content and participating in time-and-motion studies. I also worked as a Process Manager at RioUrbe Brazil, auditing municipal infrastructure accounts and public maintenance operations.
