Job Summary

This role is responsible for delivering advanced support in process and program audits, ensuring adherence to quality standards, and driving continuous improvement initiatives. The individual applies advanced proficiency in root cause analysis and problem resolution for complex incidents, actively contributing to knowledge management and team development while maintaining a strong focus on regulatory compliance and customer satisfaction.

Key Responsibilities

1. Conduct advanced process and program audits using quality management tools to ensure compliance with internal standards and regulatory frameworks.
2. Perform root cause analysis on escalated incidents utilizing audit methodologies and quality frameworks, implementing corrective actions to resolve process or security-related issues.
3. Update and manage the knowledge base for audit findings and quality best practices, ensuring relevant information is available for team reference.
4. Provide coaching and training to analysts in audit techniques and quality controls, facilitating skill development and knowledge transfer within the team.
5. Address and resolve complex audit and quality tickets within defined SLAs, collaborating with internal support teams to maintain operational excellence and security compliance.
6. Implement quality improvement initiatives based on audit outcomes, driving actions that enhance customer satisfaction and minimize recurring issues.
7. Ensure all audit and quality tasks are performed in alignment with company policies, regulatory requirements, and customer feedback metrics.

Skill Requirements

1. Advanced proficiency in process and program audits, including audit planning, execution, and reporting.
2. Strong knowledge of quality assurance methodologies, regulatory standards, and compliance requirements.
3. Advanced troubleshooting and root cause analysis skills for resolving complex process and security issues.
4. Solid experience with quality management systems and audit tools.
5. Ability to manage knowledge bases and facilitate team learning through coaching and training.
6. Advanced proficiency in collaborating within support teams to ensure seamless operations.

Other Requirements

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