Customer Service - Audit & Compliance Excellence Lead at Moladin

We are looking for a detail-oriented, self-driven, and proactive professional to take ownership of the CSCX audit and compliance process. In this role, you will lead a team of Audit & Compliance agents,  who are responsible to ensure that ticket activities are audited accurately and on time. You will play a key role in spotting trends, identifying gaps, and delivering clear reports which will help to drive operational excellence across the organization.

Responsibilities    

• Lead and mentor a team of staffs who are responsible for auditing CSCX tickets.
• Take ownership in understanding the audit logic by reviewing and validating the tickets against predefined audit criteria.
• Act as the first touchpoint who can detect data inconsistencies, escalation gaps, and areas for overall CSCX process excellence.
• Consolidate and formulate findings from the daily audit result, then be the key person to prepare periodic(daily/weekly/monthly) reports.
• Analyze the findings and provide actionable insights and recommendations to relevant stakeholders.
• Collaborate with cross-functional teams (CSCX, Product, Ops, etc.) to identify and solve unclear or abnormal cases.
• Establish and maintain proper documentation of audit processes, findings, and reports.
• Be one of the key contributors to the continuous improvement of audit methodologies and tools, as well as the overall CSCX protocols and playbook.

Requirements

• Min 1 year experience in Customer Service or Contact Center Operations. 
  Exposure in Audit or QA monitoring for Customer Service is preferable
• Earned a Bachelor’s degree in Business, Operations, or a related discipline.
• Possessed hands-on expertise in quality assurance, auditing, and ticketing system evaluations, ensuring seamless service delivery and continuous improvement.
• Known for a sharp analytical mindset and eagle-eyed attention to detail — able to spot trends, anomalies, and opportunities for optimization before others do.
• Fluent in data — with proficiency in Excel, Google Sheets, and a solid grasp of basic data analysis to drive informed decision-making and reporting.
• A trusted team collaborator and communicator, skilled at leading peers with clarity and purpose while fostering alignment and accountability.
• Thrive under pressure with a self-driven work ethic, expertly juggling competing priorities and tight deadlines effectively
• Familiarity with CSCX or customer service platforms (e.g., Zendesk, Freshdesk, etc.).
• Experience working in a tech/start-up or fast-paced environment.
• Basic understanding of operational KPIs and ticket categorization.

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