Auditor (Process & Quality)

Job 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.e. 4IG, Canopy, E-Discovery, Relativity

Preferred:

• Bachelor’s 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.