ROLE OVERVIEW

The Sales Audit Support Specialist is responsible for performing comprehensive daily sales audits for Senske Services, ensuring 100% review coverage of all assigned sales transactions. The specialist validates customer information, order accuracy, billing compliance, and overall adherence to established business policies. This role operates in a structured, quality-driven environment with clear performance targets and escalation protocols.

KEY RESPONSIBILITIES

Transaction Verification

• Listen to recording between customers and sales representatives

• Validate customer information including account integrity, email, phone number, property type, and asset details.

• Verify order accuracy: activation dates, quote numbers, opportunity ownership, pricing, promotions, taxes, and billing method.

• Confirm lead source accuracy against Lead Additional Information and recorded calls; create cases for Sales Management when corrections are required.

• Review measurement types and attach required screenshots for custom measurements where applicable.

• Validate billing methods (Prepay, PAYG, Installment, % Upfront) and confirm correct payment collection and digital payment setup.

Documentation & Reporting

• Update the Sales Daily Audit & Reports Spreadsheet accurately upon audit completion.

• Create and maintain audit records, case management entries, and supporting documentation for identified exceptions.

• Prepare and maintain audit trackers, performance reports, and compliance summaries as required.

• Complete assigned audit volumes within agreed turnaround times, ensuring all assignments are closed by end of each Friday.

Escalation & Compliance

• Identify and document discrepancies, exceptions, duplicate records, and policy violations for appropriate follow-up.

• Escalate integrity concerns, duplicate account/service findings, and audit anomalies to Sales Audit Management or the Integrity Manager via cases, Teams, or in person.

• Coordinate with fellow auditors to prevent duplicate reviews and maintain full audit coverage across the team.

• Notify the Sales Manager through cases for issues related to lead source corrections, order setup concerns, and renewal risks.

• Apply the appropriate audit method based on transaction type and recording availability, as guided by defined audit procedures.

SYSTEMS & TOOLS KNOWLEDGE (GOOD TO HAVE)

• Salesforce – Customer account management, opportunity review, and case creation

• RingCentral – Call recording retrieval for Inside and Outside Sales verification

• Siro – Primary recording platform for Outside Sales

• ISD Audit Form – Structured audit form for full sales audits

• Touch Audit Microsoft Form – Streamlined form for touch audits

• Sales Daily Audit & Reports Spreadsheet – Daily workload management and audit tracking

REQUIRED QUALIFICATIONS

• Bachelor's degree or equivalent experience in Business, Finance, Operations, or a related field

• 2–3 years of experience in audit, quality assurance, sales operations, or a similar back-office role

• Strong attention to detail with the ability to identify discrepancies across multiple data sources

• Proficiency with CRM platforms (Salesforce preferred) and Microsoft Office/Excel

• Ability to follow structured SOPs accurately and consistently under time-sensitive conditions

• Good written communication skills for documentation, case creation, and escalation reporting

PREFERRED QUALIFICATIONS

• Prior experience in a BPO/KPO environment supporting a US-based client

• Familiarity with sales compliance, billing verification, or revenue integrity processes

• Experience with audit or quality management frameworks

• Ability to multi-task across multiple systems simultaneously with accuracy and speed