Key Responsibilities

- Initiate and conduct MSA compliance audits for outsourced partners following a structured audit cycle.
- Prepare audit planners, review latest SOWs, and update checklists before each audit cycle.
- Conduct audits across applicable domains: Hiring, Quality, Training, IT & InfoSec, Operations Metrics, Physical & Environmental Security, and BCM.
- Coordinate and manage stakeholders partner leads, internal teams, and senior management throughout the audit process.
- Document findings, manage partner rebuttals, and drive corrective action plan (CAP) closure within agreed timelines.
- Consolidate audit outcomes into risk reports and present findings at Management Review Meetings (MRM).
- Maintain a central audit repository covering reports, evidence packs, checklists, and CAP status.

What You'll Need -

Domain Knowledge

- CX / contact centre operations omnichannel delivery, WFM, quality frameworks, and CX metrics (CSAT, AHT, FCR, NPS).
- MSA and SOW interpretation ability to translate contract language into measurable audit criteria.




- IT & InfoSec controls relevant to BPO environments access control, data privacy, and endpoint security.
- Physical & environmental security standards — clean desk, access control, visitor management.
- BCM / BCDR — DR drills, RTO/RPO, alternate site readiness.
- Hiring, onboarding, and training delivery models applicable to CX outsourcing.

Key Skills

- Audit lifecycle management — planning, execution, findings, rebuttal, and closure.
- Robust analytical skills with ability to identify patterns, severity classifications, and root causes.
- Risk identification, severity classification, and root cause analysis.
- Strong written communication — audit reports and MRM presentations.
- Stakeholder management and cross-functional coordination.

Certifications -

- Must Have: CISA (Certified Information Systems Auditor).
- Preferred: ISO 27001 Lead Auditor / Lead Implementer, ISO 9001 Lead Auditor.

📌 Assistant Manager - CX Risk and Compliance (Bangalore Rural)
🏢 Yellow Box HR Services
📍 Bangalore Rural