About the role
Manager – Quality Audit (Order to Cash
Job Title: Manager – Quality Audit (Order to Cash)
Position Summary
We are seeking a highly motivated and experienced Manager – Quality Audit to lead the Quality Management Framework for Order to Cash (OTC) operations across Billing, Cash Application, Collections, and Dispute Resolution. This role will be accountable for designing and sustaining a disciplined, repeatable, and data-driven audit program that improves operational accuracy, strengthens internal controls, and connects quality outcomes to measurable business performance. The Manager will collaborate closely with vendor partners and cross-functional stakeholders to define requirements, co-build audit solutions, and drive successful deployment of audit workflows, risk-based sampling, defect management, RCA/CAPA processes, and quality performance reporting across OTC operations. The role will also establish globally aligned audit standards, governance routines, and calibration practices to ensure consistency, transparency, and continuous improvement. The ideal candidate will combine strong OTC process expertise, audit and controls knowledge, leadership capability, and a proven ability to convert quality insights into sustained operational improvement and service excellence.
Key Responsibilities
Quality Management Framework Leadership: Lead the end-to-end quality audit program for OTC processes and define enterprise standards for audit execution, governance, and continuous improvement across regions and teams.
Audit Strategy & Execution: Design and run transaction-level audits across Billing, Cash Application, Collections, and Dispute Resolution using approved scorecards, evidence requirements, and quality dimensions such as SOP adherence, documentation, approvals, coding accuracy, outcome quality, and closure/completion.
Sampling Methodology: Establish and maintain risk-informed sampling methodologies by process and subprocess, with clear rules for ramp-up, stabilization, and run-rate operations; increase sample rates based on repeat defects, declining quality trends, new transitions, or elevated business risk.
Error Taxonomy & Calibration: Standardize critical…
