SLA Compliance Lead - Graveyard Shift

eData Services US, L.L.C.; Taguig; On-site; PHP 3,015,000 - 4,020,000; Full time

Job summary

eData Services US, L.L.C. is seeking a Process Auditor to enforce client SLAs and production timelines during the graveyard shift, ensuring all deliverables are tracked, transmitted, and completed on schedule.

The role requires assertiveness, resilience, and proactive problem-solving to hold production teams accountable, audit outputs, and generate daily shift reports for management review and risk mitigation.

Qualifications

• Proven experience in process auditing, quality assurance, or operations management within a high-volume, client-facing environment (BPO/KPO experience preferred).
• Exceptional assertiveness and communication skills, with the demonstrated ability to confidently hold teams accountable and enforce deadlines.
• Strong analytical skills to track complex schedules and monitor multiple production queues simultaneously.
• Ability to thrive in a high-pressure, fast-paced environment and make firm decisions to drive results.
• Must be a Certified Public Accountant
• Willingness and capability to consistently work a daily US Hours Shift.
• Demonstrated loyalty and a strong willingness to commit to the long-term vision, growth, and future of Edata Services.

Responsibilities

• Track and monitor daily production metrics to ensure SLA adherence.
• Verify that files, reports, and communications are transmitted on client schedules.
• Audit outgoing deliverables for completeness and timeline compliance.
• Follow up with production floor on pending tasks and deadlines.
• Enforce schedules and push back on bottlenecks to avoid missed deliverables.
• Identify risks and escalate critical issues to management.
• Generate daily shift reports detailing SLA performance and actions.
• Design end-to-end tracking and auditing processes for SLA compliance.
• Configure tools, databases, and reporting systems for real-time monitoring.
• Standardize SOPs for auditing, tracking, and escalation on graveyard shifts.

Skills

Assertiveness

Communication skills

Analytical skills

Decision making under pressure

Accountability

Education

Certified Public Accountant

Job description

eData Services US, L.L.C. is seeking a Process Auditor to enforce client SLAs and production timelines during the graveyard shift, ensuring all deliverables are tracked, transmitted, and completed on schedule.

The role requires assertiveness, resilience, and proactive problem-solving to hold production teams accountable, audit outputs, and generate daily shift reports for management review and risk mitigation.