Senior Audit Officer

DUTIES AND RESPONSIBILITIES OF MANPOWER REQUEST:

1. Incident Case Management

• Centralize Reporting: Act as the first point of contact for Customer Experience audit team; prepares/reviews Incident Reports.
• Fact-Finding: Conduct objective "triage" on incident reports to ensure they are backed by evidence (logs, timestamps, or statements) before they reach HR.
• Tracking: Maintain a master dashboard of all "Open" findings, ensuring no case remains pending for 3 days.

2. Mediation & Conflict Resolution

• Bridge the Communication Gap: Appearance in panel discussion to actively find resolution
• Fair Representation: Ensure Agents understand the nature of their violations and provide them a platform to submit their side of the story, reducing friction and grievances.
• Problem Solving: Negotiate "middle-ground" solutions for minor issues that don't require full HR escalation but need a formal fix.

3. Compliance & Resolution Enforcement

4. Documentation & Reporting

• Ensure the "Paper Trail" is airtight for every incident to protect the company from legal liability.
• Provide weekly status reports to the President regarding the "Health" of the branch (Total open vs. closed cases).

QUALIFICATIONS:

• Bachelors degree in Human Resource Management, Psychology, or Business Administration.
• Minimum 3 years background in Legal Management, Credit and Collection or Customer Service.
• Experience with high-volume incident management and customer service.
• Proficiency in English and Filipino.