Job Description

Job Summary

This role independently manages audit activities focused on process and program quality, ensuring adherence to organizational standards and regulatory guidelines. The position is responsible for root cause analysis, ticket resolution, and continuous improvement initiatives that directly impact customer satisfaction and operational excellence.

Key Responsibilities

1. Conduct process and program audits using quality management tools to ensure compliance with organizational and regulatory standards.
2. Perform root cause analysis on escalated issues utilizing audit frameworks and quality methodologies, driving effective resolution and process correction.
3. Resolve support tickets independently in the ticketing platform, maintaining SLA commitments and documenting actions for transparency.
4. Update and maintain the knowledge base by documenting audit findings, best practices, and process changes using content management systems.
5. Provide training and coaching to analysts and new team members on audit procedures, quality standards, and compliance requirements.
6. Monitor ticket resolution outcomes using customer satisfaction tools, ensuring high CSAT scores through effective analysis and first-call resolutions.

Skill Requirements

1. Solid expertise in process and program audits with practical application of quality management principles.
2. Indepth knowledge of quality frameworks such as ISO or CMMI and proficiency in using ticketing and audit management tools.
3. Strong analytical skills for root cause analysis and corrective action planning.
4. Experience with knowledge base management and process documentation.
5. Good communication skills for training and coaching within the team.

Other Requirements

1. Certification such as ISO 9001:2015 Internal Auditor or Lean Six Sigma Green Belt is optional but valuable.