Assistant Manager - CX Risk and Compliance

Key Responsibilities

• Initiate and conduct MSA compliance audits for outsourced partners following a structured audit cycle.
• Prepare audit planners, review latest SOWs, and update checklists before each audit cycle.
• Conduct audits across applicable domains: Hiring, Quality, Training, IT & InfoSec, Operations Metrics, Physical & Environmental Security, and BCM.
• Coordinate and manage stakeholders partner leads, internal teams, and senior management throughout the audit process.
• Document findings, manage partner rebuttals, and drive corrective action plan (CAP) closure within agreed timelines.
• Consolidate audit outcomes into risk reports and present findings at Management Review Meetings (MRM).
• Maintain a central audit repository covering reports, evidence packs, checklists, and CAP status.

What You'll Need -

Domain Knowledge

• CX / contact centre operations omnichannel delivery, WFM, quality frameworks, and CX metrics (CSAT, AHT, FCR, NPS).
• MSA and SOW interpretation ability to translate contract language into measurable audit criteria.
• IT & InfoSec controls relevant to BPO environments access control, data privacy, and endpoint security.
• Physical & environmental security standards — clean desk, access control, visitor management.
• BCM / BCDR — DR drills, RTO/RPO, alternate site readiness.
• Hiring, onboarding, and training delivery models applicable to CX outsourcing.

Key Skills

• Audit lifecycle management — planning, execution, findings, rebuttal, and closure.
• Strong analytical skills with ability to identify patterns, severity classifications, and root causes.
• Risk identification, severity classification, and root cause analysis.
• Strong written communication — audit reports and MRM presentations.
• Stakeholder management and cross-functional coordination.

Certifications -

• Must Have: CISA (Certified Information Systems Auditor).
• Preferred: ISO 27001 Lead Auditor / Lead Implementer, ISO 9001 Lead Auditor.