Job Summary

This role provides expert oversight in process and program audits, ensuring escalated incidents are resolved efficiently and in compliance with established quality standards. The individual drives continuous improvement initiatives, validates critical analyses and reports, and serves as a liaison to business stakeholders, directly impacting customer satisfaction and operational excellence.

Key Responsibilities

1. Lead process and program audits using established quality frameworks to ensure escalated incidents are resolved within SLA and compliance benchmarks.
2. Validate root cause and trend analyses utilizing audit methodologies and quality tools, preparing actionable reports for key business stakeholders.
3. Oversee the implementation of change order plans by assessing human error compliance and supporting capacity planning activities through audit insights.
4. Mentor team members in process audit best practices, develop and update SOPs, and facilitate knowledge sharing within the team.
5. Participate in customer meetings to gather feedback, address quality concerns, and promote continuous improvement in service delivery.
6. Maintain comprehensive documentation of audit findings, corrective actions, and process improvements to support organizational learning and compliance.

Skill Requirements

1. Expert proficiency in process and program audit methodologies and quality management systems.
2. Excellent knowledge of root cause analysis, trend analysis, and compliance validation techniques.
3. Advanced proficiency in preparing and presenting audit reports to stakeholders.
4. Expertise in SOP development, mentoring, and knowledge transfer within audit and quality domains.
5. Strong skills in stakeholder communication and customer engagement to facilitate quality improvements.

Other Requirements

1. Certified Quality Auditor (CQA) or ISO 9001 Lead Auditor certification is optional but valuable.