Role Objective

The Process Auditor serves as the primary enforcer of client Service Level Agreements (SLAs) and production timelines. Working the daily graveyard shift, this role is critical in monitoring workflow, tracking deliverables, and ensuring that all client commitments are transmitted accurately and on schedule. The ideal candidate is highly assertive, resilient, and proactive—capable of holding production teams accountable without backing down to ensure operational excellence.

Key Responsibilities:

SLA Enforcement & Client Delivery

Continuously track and monitor daily production metrics to ensure strict adherence to established client SLAs.
Verify that all required files, reports, and communications are transmitted and completed within the agreed-upon client schedules.
Audit outgoing deliverables for completeness and timeline compliance prior to final client transmission.

Production Oversight & Accountability

Actively follow up with production floor personnel and supervisors on pending tasks and approaching deadlines.
Enforce production schedules with a firm, uncompromising approach, ensuring that operational bottlenecks do not result in missed client deliverables.
Challenge delays and push back on the production team when necessary to resolve workflow stalls immediately.

Daily Monitoring & Reporting

Monitor daily task queues and completion statuses in real-time throughout the graveyard shift.
Identify operational risks, process deviations, or potential SLA breaches early and escalate critical issues to management.
Generate daily shift reports detailing SLA performance, production roadblocks, and enforcement actions taken.

Process Design & Tool Implementation

Set Up Tracking Workflows: Design, build, and implement end-to-end tracking and auditing processes from the ground up to systematically monitor SLA compliance across the production floor.
Tool Configuration: Evaluate, deploy, and maintain the tracking tools, databases, and reporting systems required for real-time monitoring of task queues and production metrics.
Standardize Auditing: Establish robust Standard Operating Procedures (SOPs) for how deliverables are audited, tracked, and escalated within the graveyard shift.

Recommended Qualifications

Proven experience in process auditing, quality assurance, or operations management within a high-volume, client-facing environment (BPO/KPO experience preferred).
Exceptional assertiveness and communication skills, with the demonstrated ability to confidently hold teams accountable and enforce deadlines.
Strong analytical skills to track complex schedules and monitor multiple production queues simultaneously.
Ability to thrive in a high-pressure, fast-paced environment and make firm decisions to drive results.
Must be a Certified Public Accountant
Willingness and capability to consistently work a daily US Hours Shift.
Demonstrated loyalty and a strong willingness to commit to the long-term vision, growth, and future of eData Services.

Process Auditor (CPA)