Internal Operations Auditor
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Job Description
Internal Operations Auditor at Helpware focusing on operational efficiency. Designing audit frameworks and ensuring compliance with global standards in an AI-enabled environment.
Responsibilities:
- Audit Program Design & Governance
- Develop and implement a comprehensive global operations audit framework tailored to AI-enabled BPM services
- Establish audit standards covering people, process, technology, AI usage, and client delivery
- Create risk-based annual audit plans aligned with Helpware’s strategic priorities
- Build methodologies, scoring systems, and maturity models for operational excellence
- Define global standards for process documentation, control effectiveness, and performance measurement
- Design audit procedures that support continuous improvement rather than punitive oversight
- Evaluate end-to-end delivery models combining human agents, automation, and AI tools
- Assess whether AI is being used: Safely and responsibly, In accordance with client agreements, To enhance — not degrade — service quality, With appropriate human oversight
- Evaluate internal controls across global delivery centers
- Assess compliance with Helpware policies, client requirements, and regulatory obligations
- Review data handling, confidentiality practices, and security controls in operational settings
- Identify single points of failure and scalability risks
- Evaluate business continuity readiness and disaster recovery preparedness
- Analyze cost structures, utilization rates, and operational leverage
- Identify inefficiencies in staffing, scheduling, or workflow design
- Assess alignment between pricing models and delivery practices
- Review margin protection practices and cost discipline
- Assess adherence to Helpware’s global operating model
- Identify regional variations that create risk or inefficiency
Requirements:
- Bachelor's degree in Business, Operations, Accounting, Information Systems, or related field preferred but equivalent practical experience may be considered in lieu of a degree
- Advanced degree preferred
- Relevant certifications desirable (CIA, CPA, CISA, Six Sigma, PMP, or similar)
- 8–15+ years in operations audit, BPM/outsourcing operations, consulting, or operational excellence roles
- Experience in global service delivery environments required
- Background in contact centers, CX, back-office operations, or digital services strongly preferred
- Experience with AI-enabled workflows, automation, or technology-driven operations highly desirable
- Demonstrated success building programs or functions from the ground up
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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