Job Purpose
The Internal Auditor & Business Analyst (COPC & ISO) is responsible for ensuring compliance with both COPC standards and ISO frameworks while providing data-driven insights to improve customer operations, efficiency, and business outcomes. This hybrid role combines auditing with performance analysis, enabling the organization to meet certification requirements, reduce risks, and continuously enhance the client and employee experience.
Audit & Compliance (COPC & ISO):
- Plan and execute internal audits in line with COPC and ISO (9001, 27001, etc.) standards.
- Evaluate compliance with operational policies, customer experience standards, and best practices.
- Identify non-conformities, risks, and gaps, recommending corrective and preventive actions.
- Support preparation and readiness for external COPC and ISO audits/certifications.
- Document audit findings, maintain compliance records, and track implementation of corrective actions.
- Ensure business continuity, data security, and process governance in line with ISO and COPC requirements.
- Collect, analyze, and interpret operational and customer experience data (CSAT, NPS, SLA, AHT, FCR, etc.).
- Develop dashboards and performance reports to monitor compliance and operational KPIs.
- Conduct root cause analysis of performance issues and provide actionable recommendations.
- Partner with cross-functional teams to implement process improvements aligned with COPC and ISO standards.
- Measure and report ROI and business impact of process changes and improvement initiatives.
- Provide insights to leadership for strategic decision-making and resource optimization.
Qualifications & Skills
- Bachelor’s degree in business administration, Operations Management, Quality Management, or related field.
- 3–5 years of experience in auditing, compliance, or business analysis within BPO/contact center or service industry.
- Strong knowledge of COPC standards and ISO frameworks (9001, 27001, etc.).
- Experience in preparing organizations for external certification/audit processes.
- Advanced skills in Excel, Power BI, Tableau, or other data analysis and visualization tools.
- Strong communication and report-writing skills, with the ability to influence stakeholders.
- Certifications such as ISO Internal Auditor, COPC Registered Coordinator, Lean Six Sigma
- Fluency in English
For more information, send a WhatsApp message to 01501969794 mentioning "Internal Auditor."
