Description:

Job Title: Auditor (Process & Quality)

Job Summary:

- We are seeking a detail-oriented and analytical Internal Auditor to join our team.

- The primary responsibility of this role is to actively support the internal audit program for our core business processes.

- You will be responsible for creating audit checklists, conducting scheduled audits, and publishing insightful reports and dashboards.

- The ideal candidate will be a proactive problem-solver, adept at identifying process gaps, performing root cause analysis, and recommending effective solutions.

- This role is crucial for maintaining process integrity, driving continuous improvement, and ensuring alignment with our high standards of quality and efficiency.

Key Responsibilities:

Audit Execution & Analysis:

- Execute end-to-end audit plans according to agreed-upon timelines.

- Obtain, analyse, and evaluate quality documentation, operational reports, and large datasets to identify trends and deviations.

- Perform detailed audits on all selected samples to ensure 100% adherence to process guidelines.

- Search for and investigate indicators of incorrect, unusual processing and review.

- Document all audit processes and prepare clear, concise audit finding memorandums and reports for management.

Process Improvement & Root Cause Analysis:

- Identify and analyse process or knowledge gaps within the operations team and recommend targeted solutions.

- Conduct thorough Root Cause Analysis (RCA) for identified errors and implement "quick fixes" to prevent recurrence.

- Identify anomalies within the monitoring system and prepare reports for technical teams.

- Propose solutions and enhancements for operational software to make it more scalable, robust, and user-friendly.

Team Collaboration & Quality Assurance:

- Provide timely, constructive, and actionable feedback to team members on their errors to foster development.

- Lead regular error calibration sessions, knowledge dissemination meetings, and process update sessions for the team.

- Conduct focused, targeted audits for tenured staff or individuals with repeated errors to drive performance improvement.

- Capture and share best-practice knowledge and techniques amongst the team to elevate overall quality.

Training & Stakeholder Management:

- Serve as a subject matter expert (SME), handling team queries, maintaining a central query tracker, and coordinating with clients for updates.

- Partner with Process Trainers to conduct Process Knowledge Tests (PKTs) and support other training initiatives.

- Manage the Knowledge Transfer (KT) process for new customers, new hires, and experienced team members on new processes.

- Confidently handle internal stakeholder calls and client calls as required, presenting audit findings and discussing process updates.

Qualifications & Skills:

Required:

Experience: 2-4+ years of experience in an internal audit, quality assurance (QA), or process improvement role, preferably within a BPO or large-scale operational environment.

Analytical Skills: Strong analytical and problem-solving skills, with a proven ability to conduct root cause analysis (RCA).

Attention to Detail: Meticulous attention to detail and a high degree of accuracy in work.

Communication: Excellent verbal and written communication skills, with the ability to provide clear feedback and present findings to stakeholders.

Interpersonal Skills: Ability to work collaboratively with diverse teams and manage stakeholder relationships effectively.

Technical Skills: High proficiency in Microsoft Office Suite, particularly Excel (data analysis, pivots, reporting), AI Tools, JIRA, Document Review applications i. 4IG, Canopy, E-Discovery, Relativity.

Preferred:

- Degree in Business, Accounting, Legal, or a related field.

- Experience in conducting training or knowledge transfer sessions.

- Familiarity with quality frameworks (e.g., ISO 9001, Six Sigma) is a plus.

- Experience with audit management or business intelligence (BI) software.