CX Risk Audit Lead

Description

We are seeking a meticulous and analytical Risk Audit leader to join our Customer Experience team. The ideal candidate will be responsible for auditing and analyzing various parts of our business operations to ensure adherence to internal policies, industry regulations, and compliance standards. This role is critical in identifying areas of risk, monitoring performance, and engaging in remedying issues. The Risk Audit lead will work closely with cross-functional teams to recommend improvements and safeguard the integrity of our business.

Key Responsibilities:

• Develop and implement audit strategies to continuously monitor adherence to best practices.

• Conduct regular audits across various business units, ensuring compliance with policies, industry standards, and regulatory requirements.

• Analyze data and workflows to identify inconsistencies, inefficiencies, or potential risks.

• Collaborate with teams to recommend corrective actions and policy updates where necessary.

• Prepare detailed reports on audit findings, highlighting areas for improvement and mitigation strategies.

• Ensure that all findings are followed up and resolved in a timely manner.

• Customer Care Response Team duties:

  • Handling exceptional safety and legal inquiries

  • Work with CX Business Process Manager to conduct regular reviews of all Safety process documentation to identify necessary process updates

  • Collaborate with the legal team to ensure that any and all safety issues are reported on and escalated when needed/required

  • Identify and verify product defects/concerns and escalate according to defined procedures received for further investigation to completion

  • Direct the collection and preparation of safety samples as requested by the legal team

  • Help update and maintain the Safety tracker

  • Attend, when required, meetings with QA and/or Safety Committee to help review reported global safety issues

  • Analyze product safety complaints and communicate it to the Product Specialist Team

Qualifications:

• Proven experience in business auditing, compliance, or related roles

• Strong knowledge of auditing procedures, compliance standards, and industry regulations

• Technical proficiency in using CX Operational tools and software

• Excellent analytical and problem-solving skills

• High attention to detail with the ability to manage multiple audits and projects simultaneously

• Strong communication and collaboration skills, with the ability to present findings and recommendations clearly