Quality Governance Cum Operations Auditor - Contact Center

Framework & Standardization

• Contribute to building and refining the quality standards framework and QA Scorecard in line with COPC/ISO or equivalent standards
• Design and operate periodic calibration mechanisms across projects and between QA and Operations

Governance & Compliance

• Draft the Quality Governance Policy and RACI matrix defining the boundary between QA and Operations
• Design and operate a risk-based escalation process
• Support periodic independent audits and report compliance risks to management

Knowledge Management

• Standardize SOP structure, training materials, and a shared knowledge base
• Collaborate with the Training team to incorporate common errors into training programs, closing the training feedback loop

Continuous Improvement

• Conduct root cause analysis (RCA – 5 Whys, Ishikawa) and FMEA risk assessments for critical errors/risks
• Operate a closed-loop Action-Tracking mechanism: error detection → RCA → assign Ops Owner → recheck → measure impact on operational KPIs
• Track and report the impact of improvement initiatives on business results (P&L)

INITIAL PHASE RESPONSIBILITIES (FIRST 4 MONTHS) – CONCURRENT OPERATIONS AUDITOR ROLE

Operational Compliance Monitoring

• Risk Assessment: periodically review business processes to identify gaps that could lead to data leakage or processing errors affecting clients
• Conduct periodic center checks based on a checklist: Weekly
• Conduct periodic risk statistics and assessment per ISO standards: once/year
• Conduct periodic operational assessments (OA): once/quarter
• Publish a periodic newsletter: once/quarter

Assessment & Audit Management

• Internal audits: directly organize scheduled or ad-hoc audits across departments to ensure 100% process compliance
• Host third-party audits: act as the focal point for certification bodies (ISO, SOC2) or client audit teams, in line with the regulations of the Vietnam Software and IT Services Association (VINASA)
• Conduct internal ISO assessments: once/year
• Conduct internal assessments based on the TCSA checklist: once/year (checklist and report template currently under development)
• Conduct external ISO assessments: once/year
• Respond to third-party assessments (Global team/TCI/Client): once/year