As a
Business Intelligence Analyst with a Process Audit and Compliance focus, you will be responsible for
independently reviewing internal workforce processes, KPI adherence, and reporting controls to ensure alignment
with approved standards, contractual obligations, and governance requirements. This role provides data-backed
validation, identifies risks and gaps, and partners with stakeholders to drive corrective and preventive actions.
The Responsibilities:
Process & KPI Audits
- Conduct scheduled and ad-hoc audits of operational processes, KPI tracking, and reporting methodologies
- Validate that KPIs tracked align with approved definitions, computation logic, and SOW requirements
- Identify gaps between documented processes and actual execution
Compliance & Governance
- Ensure adherence to approved BI standards, data definitions, and reporting controls
- Maintain an inventory of approved KPIs, owners, and sign-off authorities
- Flag compliance risks related to data integrity, SLA/KPI obligations, and reporting accuracy
Root Cause & Risk Assessment
- Analyze audit findings to identify root causes of non-compliance or breakdowns
- Assess operational, system, or data risks and their potential business impact
Corrective & Preventive Actions
- Partner with Operations, BI, QA, and Training teams to recommend corrective actions
- Track audit findings, remediation plans, and closure status
Reporting & Visibility
- Produce audit reports, compliance dashboards, and risk summaries for leadership
- Provide trend analysis on recurring issues and systemic gaps
Documentation Support
- Validate that SOPs, process documents, and KPI definitions are current and approved
Knowledge, Skill Set & Qualifications Required (External)
- 23 years of BPO experience, preferably in Workforce Management, Quality, Compliance, Risk, or
- Operations Analytics
- 2-3 years of experience in Business Intelligence, Process Audit, Compliance, Quality Governance, or a related role
- Strong understanding of KPI frameworks, SLA/SOW obligations, and operational performance metrics
- Experience conducting process, KPI, or compliance audits using data, documentation, and system evidence
- Proven ability to validate KPI definitions, computation logic, and reporting methodologies across tools and platforms
- Working knowledge of BI and reporting tools such as Google Looker, MS Excel, SQL, and data validation techniques
- Familiarity with data governance, internal controls, and risk management principles
- Experience identifying gaps, risks, and control failures, and translating findings into actionable recommendations
- Ability to produce audit reports, compliance summaries, and executive-ready insights
- Experience working with cross-functional teams including Operations, QA, Training, MIS, and BI
- Strong analytical, critical thinking, and root-cause analysis skills
- Excellent communication skills with the ability to challenge findings constructively and professionally
- Experience documenting audit findings, remediation actions, and SOP validation using Google Docs or similar tools
- Ability to manage multiple audits, prioritize risks, and meet reporting timelines in a fast-paced environment
Qualifications Education:
- Bachelor's degree in Business Administration, Management, Industrial Engineering, Finance, Accounting, Information Systems, Data Analytics, or a related field
- Degrees with a focus on process improvement, risk management, operations, or analytics are highly preferred
Other Preferred Requirements:
- Must be a self-motivator and self-starter
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