Manager - Quality Audit (Order to Cash - Job Title: Manager - Quality Audit (Order to Cash)

Position Summary

Key Responsibilities

Quality Management Framework Leadership :Lead the end-to-end quality audit program for OTC processes and define enterprise standards for audit execution, governance, and continuous improvement across regions and teams.

Audit Strategy & Execution :Design and run transaction-level audits across Billing, Cash Application, Collections, and Dispute Resolution using approved scorecards, evidence requirements, and quality dimensions such as SOP adherence, documentation, approvals, coding accuracy, outcome quality, and closure/completion.

Sampling Methodology :Establish and maintain risk-informed sampling methodologies by process and subprocess, with transparent rules for ramp-up, stabilization, and run-rate operations; increase sample rates based on repeat defects, declining quality trends, new transitions, or elevated business risk.

Error Taxonomy & Calibration :Standardize critical and non-critical error definitions, promote consistent scoring through calibration sessions, and resolve audit disputes through fact-based review and governance escalation when needed.

Defect Management, RCA & CAPA :Own the defect management process, including centralized defect logging, trend analysis, root cause analysis, corrective and preventive actions, containment, effectiveness validation, and closure discipline.

Governance, Controls & Compliance :Strengthen governance by ensuring adherence to internal controls, audit standards, SOX/statutory requirements, and approved operating procedures. Support control documentation, audit readiness, and remediation tracking in partnership with internal and external audit stakeholders.





Performance Reporting & Business Insight :Develop and socialize scorecards, dashboards, and management reporting that provide visibility to audit pass rates, defect trends, critical error rates, rework, first-time-right, process accuracy, CAPA closure, and links to business outcomes such as customer experience, revenue protection, working capital, and SLA performance.

Stakeholder Management :Act as the primary quality contact for operations leaders, process owners, transition teams, and cross-functional partners. Facilitate daily quality huddles, weekly calibrations, and monthly quality and operations reviews to drive issue resolution and decision-making.

Continuous Improvement & Automation :Identify recurring pain points and conversion opportunities for SOP updates, job aids, training refresh, control redesign, and automation of sampling, audit execution, defect tracking, and reporting. Champion use of digital tools and analytics to improve audit efficiency and traceability.

Team Leadership & Capability Building :Recruit, coach, and develop quality analysts or auditors; set performance expectations; create capability plans; and build a prevention-led quality culture that drives accountability, consistency, and operational excellence.

Transition & Stabilization Support :Provide quality oversight for migrations, scope expansions, and process changes by validating readiness criteria, reviewing documentation, increasing audit coverage where appropriate,



and ensuring a controlled handoff to steady-state operations.

Customer and Business Outcome Focus :Ensure audit findings are translated into meaningful operational actions that reduce escalations, improve service quality, protect cash flow, reduce revenue leakage, and strengthen overall OTC health.

Minimum Qualifications

Bachelor’s degree or equivalent in Finance, Accounting, Business Administration, Commerce, Management Information Systems, or a related discipline.

8-10 years of progressive experience in Order to Cash, Accounts Receivable, Finance Shared Services, Quality Audit, Controls, or Operational Excellence roles.

Demonstrated experience across key OTC sub-processes such as Billing, Cash Application, Collections, Dispute Resolution, and AR reporting or reconciliations. Working with

3+ years of people leadership or matrix leadership experience in a shared services, GBS, BPO, or complex operations environment.

Experience designing or managing audit frameworks, scorecards, sampling plans, defect management, and RCA/CAPA processes.

Strong familiarity with internal controls, SOX or compliance requirements, and process documentation standards.

Certifications

Preferred: CPA, CA, CIA, CISA, Six Sigma Green Belt/Black Belt, Lean, or equivalent quality / audit certification. Certified Internal Auditor (CIA), Certified Information Systems Auditor (CISA), PMP, Quality Management certifications, or other finance controls / continuous improvement credentials. - General Accountabilities and Job Information

This role typically operates in a global or regional shared services environment and may require collaboration across time zones and functional boundaries.

Succe

📌 Manager Shared Services (Hyderabad)
🏢 Fedex AMEA
📍 Hyderabad