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Internal Operations Auditor
Location
Kentucky
Posted
73 days ago
Salary
0
Seniority
Lead
Job Description
Internal Operations Auditor
Helpware
• 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
Job 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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