Risk & Audit Specialist – Customer Service & Operations

We are looking for a Risk & Audit Specialist to join the Customer Service & Operations team of a leading multinational company. This role is responsible for ensuring a robust internal control environment, effective risk management, and regulatory compliance while driving continuous improvement, process standardization, and automation initiatives.

This is a highly cross-functional position, working closely with multiple business areas to strengthen the control framework, ensure audit readiness, and leverage digital tools and data analytics to improve operational efficiency.

Key Responsibilities:

Risk & Audit Management

- Support the execution of the Risk & Audit framework across Customer Service & Operations.
- Identify, assess, and monitor operational, regulatory, and compliance risks.
- Ensure alignment with internal policies, corporate standards, and regulatory requirements.
- Manage and track issues and remediation plans using GRC tools such as OpenPages or similar platforms.
- Define, review, and monitor the effectiveness of internal controls.

Internal Controls & Quality Assurance

- Design and implement the Quality Assurance framework across operations.
- Develop testing methodologies, control scripts, checklists, and evidence requirements.
- Perform control testing and identify control gaps and improvement opportunities.
- Standardize control processes across different business areas and geographies.




- Embed controls into operational processes to strengthen governance.

Audit & Compliance

- Support internal and external audits, as well as regulatory reviews.
- Prepare audit-ready documentation and supporting evidence.
- Track audit findings and remediation plans, ensuring timely implementation.
- Monitor overdue actions and elevate risks where appropriate.

Automation & Continuous Improvement

- Drive the automation of control processes using tools such as Power Automate, RPA, or similar technologies.
- Digitize evidence collection and reporting processes.
- Identify opportunities to simplify processes and improve operational efficiency.

Reporting & Data Analytics

- Define and monitor risk and control KPIs.
- Develop dashboards and management reports using Power BI and other reporting tools.
- Provide data-driven insights to support decision-making and strengthen governance.

Candidate Profile

- Previous experience in Risk Management, Internal Audit, Internal Controls, or Compliance.
- Strong understanding of internal control and risk management frameworks.
- Experience managing audit findings and remediation plans.
- Analytical mindset with a strong focus on data and continuous improvement.
- Ability to work cross-functionally and manage multiple stakeholders.
- Experience with OpenPages, Power BI, Power Automate, RPA, or similar tools is highly valued.
- Fluent English.

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📌 Business Process & Risk Analyst (Madrid)
🏢 Talenthackers
📍 Madrid