Conduct detailed reviews of arbitration and mediation case files to ensure accuracy, completeness, and compliance with established procedures.
Validate that each case adheres to internal SOPs, regulatory norms, and platform guidelines.
Identify discrepancies or deviations and recommend corrective actions to the Operations Manager.
2. Process Compliance & Audit
Assist in routine internal audits to assess compliance with arbitration laws, confidentiality policies, and client requirements.
Track error trends and prepare quality performance reports for periodic review.
Support documentation control by ensuring case data, reports, and evidence are properly recorded and archived.
3. Performance Monitoring
Evaluate case-handling efficiency and accuracy of case managers and arbitrators from an operational standpoint.
Provide feedback to the Operations Manager for process or training improvements.
Maintain quality metrics and dashboards to monitor adherence to SLAs and TATs (Turnaround Times).
4. Continuous Improvement
Work with the Operations and Legal teams to identify workflow bottlenecks and suggest improvements.
Participate in process enhancement discussions and assist in updating SOPs and checklists.
Support training programs by sharing insights on quality trends and operational risks.
5. Reporting & Documentation
Prepare quality control reports, case review summaries, and non-compliance logs.
Ensure transparent and timely reporting of quality deviations and process exceptions.
Maintain version control of operational guidelines and audit tools.
Qualifications & Experience
Bachelor's degree
3-5 years of experience in quality assurance, compliance, or operations audit--preferably within legal, arbitration, or service-based environments.
Strong understanding of documentation control, case audit, and process governance.
Exposure to online dispute resolution, legal-tech, or arbitration workflows will be an added advantage.
Skills & Competencies
? Excellent attention to detail and documentation accuracy.
? Strong analytical and reporting skills.
? Good understanding of quality metrics and audit methodologies.
? Effective communication and coordination abilities.
? Familiarity with Google Workspace / MS Office tools.
? Integrity, discretion, and commitment to confidentiality.
Job Type: Full-time
Benefits:
Health insurance
Provident Fund
Work Location: In person
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