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Back office/Content Management – Policy Analyst

Localização: Lisbon

Regional Description: Portugal

Número da Vaga: 00533740

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- Descrição


Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at



The Policy analyst is responsible in assisting the policy lead in all activities policy related to ensure the operations, training and quality are aligned and updated.

Key Duties and Responsibilities: As a Policy Analyst they are accountable for the following:

Calibration sessions
- Host Calibration sessions for the Global team
- Coordinates across all teams for 
    * Creation of Assessments 
    * Collection of scores for all sites 
    * Analysis and recommendations
- Creation of reports and recommendations
- Follow up and cascades of calibration items

Policy Suggestions and recommendations
- Coordination with stakeholders
- Gathering information from
 * We@Accenture
 * Ops/QTP insights
 * Policy Testing

Checking of training materials
- Tracking and Monitoring of Materials used by training (Care Bay Classes/Sessions, Assessments, Progress and Results and Recommendation)

Policy management and tracking
- For New Policy (Gathering and collection of insights, questions and confusions from Ops and QTP in 2-weeks’ time before the Go-live date)
- Follow-ups with the client and market POCs on policy
- Follow-ups with the client and market POCs on policy

Follow-ups with the client and market POCs on policy
- Calibration internally
- Coordination of the cascades
- Coordination of the cascades

Policy Management
- Ensure timely cascade of policy changes and updates
- Facilitate internal and external calibration sessions
- Work with the client to further refine policies and procedures to enhance user experience
- Create, execute and analyze proficiency/calibration examinations

Processes: Review, Control, Improve and Implement the following training processes:

Alignment and Management 
-  Manage the interaction between the Training team, the deal, and support groups

Design /Development
- Design and develop training and development solutions particularly on functional skill areas

Mandatory Skills requirements:

  • Business Acumen: Knowledge of business processes and awareness/understanding of the BPO Philippines DC priorities and initiatives
  • Interaction Management: Effectively handling and addressing issues and requests from the service deliver team of the deal/project
  • Financial Management: Displays understanding of the CBA and ROI  measurements of training processes implemented and effectively measure the cost of poor quality of training outputs to the business operations.
  • Training Needs Assessment: Displays the ability to implement end to end training needs analysis in identifying intervention approaches to address performance gaps in production.
  • Customer Service: Consistently meeting and exceeding the needs of customers according to agreed levels of service.
  • Program Management/ Supervision: Guiding resources and activities involved to meet established objectives of multiple projects at high level efficiency requirements.
  • Conceptual Design: Generating the fundamental concepts to define a product or process, such as the design of program materials or solutions
  • Business Writing and Oral Communication: Appropriate business communications exercised to deliver the right messages to the right audience
  • Presentation and Facilitation Skills: The ability to present to an audience and effectively manage learning
  • Computer Literacy: Applied knowledge in all relevant MS Applications

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