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

• 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

• 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

• 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