International Payments Quality Senior Analyst
Accenture — Lisbon
Posted 2026-11-03
Accenture Industry and Enterprise
In today’s business environment, growth isn’t just about building value – it’s fundamental to long‑term business survival. So how do organizations sustain themselves? The key is a new operating model—one that’s anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. At Accenture Industry and Enterprise, you will deliver breakthrough business outcomes for clients—by harnessing talent, data and intelligence to revolutionize their operating models.
Quality Agent – International Payments
Role Purpose
The International Payments Quality Agent is responsible for monitoring, assessing and improving the quality of operational activities performed by International Payments analysts.
The role performs structured quality reviews to verify that transactions and cases are handled accurately, consistently and in accordance with approved procedures, operational controls, compliance requirements and quality standards.
The Quality Agent identifies errors and recurring quality trends, provides clear and fact-based feedback, supports root-cause analysis and works closely with Team Leads, SMEs, Training and Operations to strengthen analyst capability and reduce operational risk.
The role supports an International Payments environment covering areas such as payment processing, Service Desk/after-care activities and Cash Management. Onboarding International Payments describes these activities within the broader International Payments scope.
Key Responsibilities
1. Quality Control & Transaction Review
- Perform regular quality reviews of transactions, cases and operational activities completed by International Payments analysts.
- Assess work against approved procedures, process controls and quality criteria.
- Verify that required checks and supporting evidence have been completed.
- Confirm that decisions and actions taken by analysts are supported by the available information.
- Validate that cases are appropriately documented and provide a clear audit trail.
- Classify identified errors according to the agreed quality framework and severity criteria.
- Maintain accurate records of completed quality assessments.
Within incoming International Payments, analysts may need to investigate exceptions, gather evidence and determine outcomes such as crediting, repairing, requesting information, monitoring, escalating, returning or cancelling a payment. Quality reviews should therefore assess both the correctness of the decision and adherence to the required controls.
2. Error Identification & Classification
- Identify operational, procedural, documentation and control failures.
- Differentiate isolated analyst errors from recurring or systemic issues.
- Assess the potential impact and severity of identified errors.
- Flag critical errors and control failures immediately.
- Ensure quality findings are supported by clear evidence.
- Apply quality standards consistently across analysts and processes.
- Challenge unclear or inconsistent quality outcomes where required.
Particular attention should be given to errors that could result in:
- Incorrect payment processing
- Incorrect beneficiary or payment outcome
- Financial loss
- Customer impact
- Missing or incorrect operational controls
- Compliance or sanctions exposure
- Fraud risk
- Incorrect return or cancellation
- Incomplete supporting evidence
- Inadequate audit trail
3. Feedback & Coaching Support
- Provide clear, objective and actionable quality feedback.
- Explain the reason for each quality finding and reference the relevant procedure or control.
- Work with Team Leads to identify coaching requirements.
- Support targeted coaching sessions when additional quality expertise is required.
- Verify whether agreed remediation actions have been completed.
- Monitor whether previously identified errors are recurring.
- Reinforce correct behaviors and good-quality practices.
4. Root Cause Analysis
The Quality Agent should look beyond the individual error and help determine why the error occurred.
Potential root causes may include:
- Knowledge gap
- Training gap
- Unclear procedure
- Incorrect interpretation of a procedure
- Process complexity
- Missing or outdated documentation
- System or application limitation
- Workload or capacity issue
- Control design weakness
- Communication gap
5. Calibration & Quality Consistency
- Participate in regular quality calibration sessions.
- Compare assessments across Quality Agents, Team Leads and SMEs where appropriate.
- Ensure consistent interpretation of quality criteria.
- Discuss borderline or complex cases.
- Maintain alignment on error categories and severity.
- Escalate areas where procedures or quality criteria allow different interpretations.
- Contribute to maintaining and improving quality checklists and evaluation standards.
Core principle:
The same case assessed by different Quality Agents should lead to the same quality conclusion.
6. Risk & Compliance Awareness
- Identify potential operational, financial, fraud or compliance risks during quality reviews.
- Escalate critical findings immediately through the appropriate governance channels.
- Ensure analysts correctly apply required operational controls.
- Verify that supporting evidence is retained where required.
- Support investigations into significant quality incidents.
- Contribute quality evidence for internal reviews, audits or control assessments when required.
7. Continuous Improvement
- Identify opportunities to improve procedures, controls and working instructions.
- Highlight processes generating recurring errors or unnecessary complexity.
- Recommend preventive actions based on quality data.
- Support updates to quality checklists and control criteria.
- Share quality insights with Training to improve learning materials.
- Support SMEs when procedures require clarification.
- Verify the effectiveness of corrective measures after implementation.
8. Training & Knowledge Transfer Support
During onboarding and Knowledge Transfer, the Quality Agent may:
- Support practical exercises and case reviews.
- Explain common quality errors to new joiners.
- Participate in Shadowing and Reverse Shadowing.
- Perform enhanced quality checks during early production.
- Identify knowledge gaps before analysts move toward greater autonomy.
- Provide quality feedback to Training and Operations.
- Help determine areas requiring refresher training
Required Skills & Experience
Essential
- Experience within banking operations, payments, transaction processing, quality assurance or operational controls.
- Strong attention to detail.
- Strong analytical and investigation skills.
- Ability to interpret procedures and operational controls.
- Ability to identify inconsistencies and assess operational risk.
- Strong written and verbal communication skills.
- Ability to provide objective and constructive feedback.
- Strong documentation and evidence-management skills.
- Ability to work independently while maintaining consistent quality standards.
- Good stakeholder-management skills.
Preferred Technical Knowledge
Knowledge or experience in the following areas would be particularly relevant:
- International / Cross-Border Payments
- Incoming and Outgoing Payments
- SWIFT messaging (nice to Have)
- Payment exceptions and repairs
- Payment investigations
- Straight-Through Processing (STP)
- Cash Management
- Correspondent banking
- Settlement / reconciliation principles
- Sanctions controls
- Fraud controls
- Operational Risk
Fast-paced working environment suitable for adaptable and detail-oriented candidates;
May be required to work on Client-observed holidays and local holidays
Weekend availability may be required
Overtime may be required to meet deadlines or project needs
Legal: Must own a valid work permit or EU/Schengen Space Nationality to legally work in Portugal.
You must submit your CV in English.
What We Offer
- Health insurance
- Life Insurance and Pension Plan Programs
- Free medical services at the office (Physician, Nutritionist, Psychologist)
- Wellness programs
- Flexben Program (Support for Education, Kindergarden, Training, Technology, Health)
- Employee Share Purchase Plan
- Personalized training paths and access to Udemy and Plurisight Plataforms
- Flex-ability program (financial and flexible support for people with disabilities)
- Special banking conditions
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com
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