We are seeking a detail-oriented and analytical to join our Audit team. The candidate will be responsible for conducting internal audits, evaluating operational procedures, ensuring process compliance, and driving improvements in service quality, documentation, and client satisfaction.
Key Responsibilities:
Process Audits:
- Conduct regular audits of operations of calls and emails
- Monitor compliance with internal SOPs, client SLAs.
Quality Checks:
- Evaluate call quality and provide detailed feedback to concerned departments.
- Conduct email communication audits to ensure professionalism, correct information sharing, and SLA adherence
- Audit documentation for accuracy and completeness.
Reporting & Analysis:
- Prepare audit reports highlighting non-conformities, process gaps, and improvement areas.
- Track recurring issues and escalate risks to management.
Corrective & Preventive Actions (CAPA):
- Recommend corrective actions and follow up on implementation.
- Assist in root cause analysis (RCA) and drive preventive strategies.
Process Improvement:
- Work closely with cross-functional teams to enhance process efficiency and customer experience.
- Suggest automation or digital solutions to reduce manual errors.
Training & Compliance:
- Provide feedback to trainers on identified gaps.
- Help ensure all team members are aware of compliance guidelines and quality standards.
Key Requirements:
- Education: Bachelor's degree in Commerce, Finance, Accounting, or a related field.
- Experience: 1 to 2 years of experience in a Quality
- Experience in voice audit, transaction audit, and compliance checks
- Hands-on experience in process mapping, root cause analysis, and performance metrics.
- Excellent analytical, communication, and report writing skills.
- Proficiency in MS Excel, audit tools, and ERP systems.
- Certification: Lean Six Sigma Green Belt preferred.
- Proficiency in Excel, PowerPoint, and audit tools