Internal Auditing Associate Manager
POSITION TITLE: Internal Auditing Assoc Manager
WORK SETUP: Hybrid
RESPONSIBILITIES:
• The Delivery Excellence Auditor is responsible for assessing and improving delivery rigor across operations by auditing five core practices—Daily Governance, Capacity & SLA Management, Quality Framework, Knowledge & Capability Readiness, and Controls & Compliance. The role ensures teams follow defined operating rhythms, maintain audit-ready documentation, manage volume-to-capacity effectively, sustain quality governance, and demonstrate robust control execution with measurable closure of gaps.
Scope: 5 Key Practices Covered
1) Daily Governance & Performance Discipline
Focus: Daily huddles, decision/RAID rigor, MoM, action tracking, escalation readiness
Core audit outcomes:
• Verify that daily huddles occur consistently and are attended by the right roles (Analysts/TLs).
• Check that huddles follow a time-bound agenda, are data-driven, and conclude within planned duration.
• Assess whether RAID logs and Minutes of Meeting (MoM) are updated, standardized, shared, and traceable.
• Confirm pending actions are reviewed daily, owners and due dates are assigned, and closures are tracked.
• Ensure governance decisions are documented and linked to RAID/issue trackers and escalation matrix.
Typical artefacts audited:
• RAID Log, MoM/Minutes, Daily governance deck/notes, Escalation matrix
2) Capacity, Volume, Backlog & SLA Management
Focus: Factory model, volume forecast, capacity planning, utilization/AHT, backlog/SLA risk controls
Core audit outcomes:
• Validate daily/weekly review of previous day’s closing volume, new volume classification, and carry-forward/backlog.
• Ensure expected volume forecast exists (including seasonality and upstream factors when applicable).
• Assess capacity calculations using actual availability (leave, shrinkage), not just headcount.
• Verify linkage between volume–capacity mismatch and task allocation decisions (targets, load balancing).
• Check SLA governance: SLA dashboards, risk identification for at-risk items, mitigation plans, and RCA for misses.
• Confirm proper monitoring of urgent requests (prioritization rules, flagging mechanism, TL monitoring).
Typical artefacts audited:
• Factory model worksheet, Volume tracker, SOD/EOD reports, AHT reports, Utilization/GPH reports, Agent scorecards, Capacity plans, Urgent request tracker, Reconciliation/inventory reports, DMS reports
3) Quality Framework & Quality Governance
Focus: Defined quality metrics, checkpoints, sampling/scoring, calibration, rebuttals, deviations, privacy in quality tools
Core audit outcomes:
• Confirm quality metrics and QC checklists are documented, consistent across teams, and communicated.
• Validate quality coverage across stages: input, in-process, and output checkpoints; CTQs defined per stage.
• Assess sampling methodology, check frequency alignment to volumes, and standardized scoring guidelines.
• Verify calibration routine
OTHERS:
Project Shift Schedule: Night Shift
Project Rest Day: Weekends Off
Project/Team Location: Muntinlupa Axis One
SKILL AND QUALIFICATIONS:
• At least 7 to 8 years auditing skills/background; 5 years supervisory experience
• From known auditing firms - Good to have
• Preferably a CPA/CIA (Certified Internal Auditor) or with similar relevant certification/experience
Muntinlupa
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