CallCenterNinjaPOSITION 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
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.