Job Description :

Position Title : Senior Process Compliance & Internal Audit Executive

Department : Operations (Process Compliance / Internal Audit / MIS)

Experience : 5+ years in a relevant

Location : Mohan Estate, Delhi

Focus Area : Process compliance, Quality audit, Operations audit, MIS, PMO, or call center QA audit.

Role Purpose

We are looking for a senior, process-driven professional who can act as a neutral compliance, MIS, and internal audit

layer across departments. The role is responsible for monitoring whether implemented SOPs, trackers, reports, and

process controls are being followed consistently across the India office and international call center operations.

This is not a junior MIS-only role. The selected candidate must be capable of understanding department-wise processes

and SOPs before auditing them. The person should be able to validate whether a process is actually working in practice,

not only whether a tracker or report has been submitted.

Department owners, managers, and TLs will remain responsible for actual execution. This role will monitor, verify,

question gaps professionally, maintain MIS visibility, and escalate repeated non-compliance or process failures to leadership.

Core Role Expectation

• Understand department-wise SOPs, process flows, reporting formats, and control points before auditing compliance.

• Audit whether teams are genuinely following the SOP/process or only maintaining reports on paper.

• Validate the completeness, accuracy, timeliness, and usefulness of reports, trackers, and dashboards.

• Identify process gaps, weak controls, repeated failures, delayed actions, and non-compliance patterns.

• Provide management with clear visibility on process adherence, pending items, corrective actions, and escalation areas.

Key Responsibilities

1. SOP Understanding & Process Audit

• Study and understand SOPs/processes across departments such as call center, accounts, IT, digital marketing, SEO,

HR/recruitment, product, and operations.

• Review whether the defined process is being followed as per expectation and whether the required controls are

practically working.

• Check if SOPs are clear, measurable, and being followed by the responsible team members.

• Identify gaps between documented SOPs and actual execution on the floor.

• Highlight areas where SOPs need improvement, better ownership, stronger controls, or clearer reporting formats.

2. Process Compliance Monitoring

• Monitor whether daily, weekly, and monthly reports are being submitted on time by different departments.

• Check whether department trackers are updated properly, accurately, and regularly.

• Verify whether teams are following implemented SOPs, processes, timelines, and reporting formats.

• Track department-wise process adherence and highlight repeated non-compliance.

• Follow up with department owners, TLs, and responsible team members for missing or delayed updates.

• Escalate serious, repeated, or unresolved compliance gaps to leadership with supporting data.





Senior Process Compliance, MIS & Internal Audit Executive - Job Description

3. MIS, Dashboard & Management Reporting

• Maintain daily and weekly MIS reports for process compliance and audit observations.

• Prepare dashboards showing pending reports, delayed trackers, repeated gaps, SOP adherence, corrective action

status, and department-wise compliance.

• Maintain proper records of follow-ups, closures, pending items, escalations, and repeated issues.

• Share daily and weekly compliance summaries with management in a clear and actionable format.

• Ensure data accuracy, formatting consistency, and timely reporting.

4. Department-wise Process Review

• Review process and reporting compliance for Product, Recruitment/HR, SEO/Digital Marketing, Operations, IT,

Accounts, Call Center, and other internal departments as required.

• Check whether each department is maintaining its required trackers, reports, SOP records, and action closures.

• Question incomplete, delayed, inaccurate, or non-actionable reports professionally.

• Identify whether the department process is creating actual visibility and accountability or only serving as a formality.

5. Call Center Audit & Reporting Compliance

• Monitor daily call audit report submission and QA reporting discipline.

• Track agent-wise QA scores, no-message cases, blank call cases, escalation cases, and repeated call handling issues.

• Review TL-wise pending actions, training feedback closure, repeat mistakes, and corrective action status.

• Check whether corrective actions are actually being taken on repeated call center issues.

• Coordinate with QA, TLs, and operations team for pending audit/reporting items.

• Highlight serious or repeated call center compliance gaps to management.

6. Follow-up, Escalation & Closure Tracking

• Follow up consistently and professionally with department owners for pending updates and action closures.

• Maintain a clear record of follow-ups, commitments, missed timelines, and final closure status.

• Question gaps with maturity and data, without taking over the department owners execution responsibility.

• Escalate repeated delays, non-responses, weak closure, or serious non-compliance cases to leadership.

Required Skills & Competencies

• Strong understanding of process compliance, SOP adherence, internal audit, quality audit, or operations audit.

• Ability to quickly understand new department processes and audit them logically.

• Strong Excel / Google Sheets knowledge, including MIS preparation and dashboard maintenance.

• Ability to validate report accuracy, completeness, timeliness, and practical usefulness.





• Understanding of call center QA, audit, escalation, corrective action, and reporting metrics.

• Strong written communication and documentation skills.

• Excellent attention to detail and ability to identify repeated gaps or weak controls.

• Confidence to question department owners, TLs, and responsible team members professionally.

• Good coordination skills with multiple departments and stakeholders.

• Mature, disciplined, process-oriented, and comfortable working with leadership-level visibility.

Preferred Experience Background

• Senior Process Compliance Executive / Process Compliance Specialist

• Internal Process Auditor / Internal Audit Executive

• Quality Audit / Quality Compliance Executive

• Operations Audit / Operations Compliance Executive

• PMO Coordinator with process governance experience

• MIS Executive with strong process audit exposure

• Call Center QA / Quality Analyst with solid audit and corrective action experience

• Business Operations Executive with SOP/process monitoring experience

Experience Requirement

• 5 to 7 years of relevant experience preferred.

• Candidates with 5+ years of experience in process compliance, internal audit, operations audit, SOP governance,

MIS, PMO coordination, quality audit, or call center QA/audit will be preferred.

• The candidate should not be limited to basic data entry or report follow-up work. The person must have experience

in understanding processes, identifying gaps, and driving closure through structured follow-up.

Qualification

• Graduate in any discipline.

• Additional certification or training in Quality, Audit, Process Management, Operations, MIS, Six Sigma, ISO, or

internal audit will be an added advantage.

Key Success Metrics

• Timely and accurate preparation of daily and weekly compliance reports.

• Improvement in department-wise process adherence and tracker discipline.

• Reduction in missing reports, delayed trackers, and repeated follow-up gaps.

• Quality of SOP/process audit observations and practical gap identification.

• Timely follow-up and closure tracking of pending items and corrective actions.

• Improved visibility of call center audit, QA reporting, escalation, and corrective action compliance.

• Clear escalation of serious or repeated non-compliance to leadership with supporting data.

• Ability to understand new processes quickly and audit them independently.

Ideal Candidate Profile

The ideal candidate should be a mature, detail-oriented, process-driven professional who can understand SOPs, audit

actual execution, identify gaps, maintain MIS visibility, and professionally question delays or non-compliance across

departments.

The person should be senior enough to work independently with multiple departments, understand process controls,

validate reports beyond surface-level submission, and provide management with clear visibility on process health, risks,

repeated failures, and closure status.

📌 Senior Process Compliance & Internal Audit Executive (New Delhi)
🏢 Rhysley
📍 New Delhi