Internal Operations Auditor

• Position: Internal Operations Auditor
• Department: Global Operations
• Reports To: Senior Vice President (SVP) of Operations
• Company: Helpware
• Location: United States
• Employment Type: Full-Time

Position Summary

Helpware is evolving into an AI-enabled, solution-led Business Process Management (BPM) company. The Internal Operations Auditor will play a critical role in ensuring that our global delivery model operates with consistency, efficiency, scalability, and strong governance while enabling innovation.

This role is responsible for designing and building the company’s Operations Audit function from the ground up in close partnership with the SVP of Operations. The auditor will evaluate both traditional BPM service delivery and emerging AI-enabled workflows, ensuring that automation, human operations, data practices, and client commitments align with Helpware’s global standards.

The position functions as a strategic improvement partner — not merely a compliance checker — identifying operational risks, inefficiencies, quality issues, and opportunities to strengthen performance across global teams.

Key Responsibilities

• 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
• AI-Enabled Service Delivery Audits
  • Evaluate end-to-end delivery models combining human agents, automation, and AI tools, including:
  • Contact center operations and CX delivery
  • Back-office processing and knowledge work
  • Trust & safety, content moderation, and data services
  • AI-assisted workflows and human-in-the-loop processes
  • Automation usage (RPA, workflow tools, AI copilots)
  • Workforce management, staffing models, and productivity
  • Training effectiveness and readiness for complex work
  • Service quality and client SLA performance
• Assess whether AI is being used:
  • Safely and responsibly
  • In accordance with client agreements
  • To enhance — not degrade — service quality
  • With appropriate human oversight
• Operational Risk & Control Reviews
  • 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
  • Validate integrity of operational reporting and KPIs
• Cost, Productivity & Efficiency Audits
  • Analyze cost structures, utilization rates, and operational leverage
  • Identify inefficiencies in staffing, scheduling, or workflow design
  • Evaluate alignment between pricing models and delivery practices
  • Assess opportunities for automation or process redesign
  • Review margin protection practices and cost discipline
• Global Standardization & Consistency
  • Assess adherence to Helpware’s global operating model
  • Identify regional variations that create risk or inefficiency
  • Promote scalable best practices across locations
  • Support harmonization of tools, processes, and reporting
  • Reporting & Executive Communication
  • Produce clear, actionable audit reports with prioritized recommendations
  • Quantify operational, financial, and client impacts where possible
  • Present findings to the SVP of Operations and executive leadership
  • Provide forward-looking risk insights and trend analysis
  • Track remediation plans to completion
• Strategic Advisory Role
  • Serve as a trusted partner to operations leaders during transformation initiatives
  • Provide risk and control input for new service launches and client programs
  • Support integration of acquisitions or new delivery locations
  • Encourage a culture of accountability, transparency, and data-driven decision-making

Qualifications

• Education
  • 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)
• Experience
  • 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
• Skills & Competencies
  • Deep understanding of BPM delivery models and operational drivers
  • Strong analytical, investigative, and problem-solving capabilities
  • Ability to assess complex human-plus-technology systems
  • Executive-level communication and presentation skills
  • Ability to influence without formal authority
  • High integrity, objectivity, and professional skepticism
  • Strong project management capabilities
  • Comfort working across cultures and time zones
  • Balance of rigor and practicality — able to recommend realistic improvements

Key Success Measures

• Success in this role will be evaluated based on:
• Establishment of a robust global audit program within defined timelines
• Measurable improvements in operational efficiency and consistency
• Reduction in operational risk and service delivery failures
• Increased adherence to global standards
• Effectiveness of recommendations and remediation outcomes
• Strength of partnership with operations leadership
• Contribution to scalable growth and client satisfaction

Working Relationships

• SVP of Operations (primary reporting line)
• Regional Operations Leaders
• Client Delivery Executives
• Technology, AI, and Automation teams
• Finance, HR, Quality, Security, and Compliance functions
• Executive Leadership Team

Why This Role Matters at Helpware

As Helpware transforms into an AI-enabled BPM provider, operational complexity increases significantly. This role ensures that innovation is matched with discipline — enabling rapid growth without sacrificing quality, trust, or profitability.

The Internal Operations Auditor will provide leadership with independent visibility into how the business truly operates and where improvements will have the greatest impact.