Flipkart’s CX team is the voice of the customer across millions of orders. We work with in-house teams and outsourced partners to make sure every support interaction is quick, accurate, and trustworthy. Within CX, the Quality team keeps that standard consistent by governing how partners deliver against their commitments.

About the Role

Plan, execute and close MSA compliance audits for outsourced CX partners, owning the full audit lifecycle from SOW review to management reporting.

Key Responsibilities

- Review SOWs and prepare audit planners.
- Conduct MSA compliance audits at outsourced CX partner sites.
- Document findings, manage partner rebuttals and track closure of actions.
- Prepare and present management review reports.
- Collaborate with cross-functional teams and partner stakeholders to drive compliance. Requirements
- Experience in audit life cycle management, preferably of outsourced/BPO operations.
- Strong verbal and written communication.
- Working knowledge of ISO 27001 and ISO 9001 standards.

Key Skills

Audit life cycle management; communication (verbal and written); cross-functional collaboration; stakeholder management; ISO 27001; ISO 9001.

📌 MSA Lead Auditor (Bengaluru)
🏢 Flipkart
📍 Bengaluru