The Republic of Palau’s Digital Residency Program is a pioneer in the digital identification field, offering the world’s first Web3 ID, facilitating the applications for Palau ID and ID on-chain. We are seeking an experienced and detail-oriented Audit Manager to join our team. The ideal candidate will be responsible for overseeing the auditing process and ensuring compliance with regulatory standards and company policies.
Key Responsibilities:
-Monitoring Work Hours and Productivity: Oversee the use of Hubstaff or similar tools to consultant work hours and productivity. This includes meticulous examination of screenshots to ensure that consultants are focused on work-related tasks during their shifts.
-Website and Application Usage Analysis: Regularly assess the URLs, applications, and websites accessed by consultants through Hubstaff URL reports or similar means. Ensure all accessed resources are work-related and secure.
-Feedback and Process Improvement: Analyze customer service reports from monitoring platforms such as Telegram to gauge member feedback. Utilize insights to suggest and implement process improvements in customer service operations.
-Oversight of Communication Channels: Scrutinize communication channels including Live Chat, Twitter DM, and Discord to ensure no customer interactions are missed. Oversee the prompt and effective resolution of customer inquiries and issues.
-Staff Availability Management: Monitor the availability of customer service representatives in the Live Chat application, ensuring optimal coverage and response times.
-Application Screening Supervision: Cross-check applications screened by Customer Service Representatives and Customer Service Managers. Ensure accuracy and thoroughness in the screening process to prevent any errors.
-Quality Assurance and Training: Identify areas for improvement in customer service and suggest training or process enhancements to elevate service quality.
-Standard Operating Procedures (SOPs) Development: Develop and refine Standard Operating Procedures (SOPs) to streamline processes, increase efficiency, and maintain high quality in customer service and operations.
-Team Collaboration and Leadership: Work collaboratively with different departments to enhance service delivery. Provide leadership and guidance to the customer service team, fostering a culture of continuous improvement.
-Compliance and Best Practices: Ensure that all operations are in compliance with relevant regulations and industry best practices. Keep updated with the latest trends and technologies in audit management and customer service.
-Reporting and Documentation: Regularly produce comprehensive reports highlighting findings, achievements, and areas for improvement. Maintain accurate documentation of all audit processes and outcomes.
Qualifications and Skills:
-Proven experience in auditing, preferably in a technology or Web3 environment.
-Strong analytical skills with a keen eye for detail.
-Ability to identify both trivial and non-trivial problems effectively.
-Excellent time management and organizational skills.
-Strong communication skills and the ability to report issues clearly and concisely.
-A good understanding of Web3 technologies and the project.
-Ability to work under pressure and meet daily reporting requirements.
To apply, please submit your resume and a cover letter highlighting your relevant experience and why you are interested in joining .
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Company:
Name: RNS
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