Risk Management Supervisor

About the role

The Risk Management Specialist supports the Irving site client’s engagement by helping maintain a secure, compliant, audit‑ready operating environment. This site‑based role coordinates, validates, documents, and escalates physical security, access control, data handling, site readiness, and risk management activities in alignment with client requirements, Qualfon policies, and direction from Information Security and Compliance teams. The specialist serves as a site‑level risk and security control partner, ensuring controlled areas, systems access, security procedures, audit routines, and remediation activities are executed consistently and documented accurately. Flexibility may be required to support audits, access reviews, client visits, incident response activities, shift coverage validation, and urgent remediation needs.

Key Responsibilities

• Access Authorization and Access Control: Conduct periodic access audits to validate that only authorized associates, contractors, vendors, and visitors have access to the client’s controlled areas, client data, secure rooms, bypass doors, MDF rooms, and other restricted areas. Coordinate with Information Security, IT, Facilities, and Operations to confirm access rights are granted, modified, reviewed, and removed according to approved procedures and timelines. Validate that access control and intrusion detection systems are installed, functioning, monitored, and escalated for remediation when deficiencies are identified. Review access logs, exception reports, and access‑list changes to identify potential risks, unauthorized access, or control gaps.
• Alarm Arming, Disarming, Monitoring, and Response: Validate that security guards receive recurring training on alarm response, controlled‑area entry, visitor handling, escalation, and site‑specific post orders. Coordinate periodic alarm tests and validate monitoring and response procedures against agreed service levels and escalation expectations.
• CCTV, Video Review, and Physical Monitoring: Confirm CCTV cameras are positioned properly to support secure‑area monitoring, entry‑point visibility, and client‑required physical security coverage. Ensure workstation monitors, sensitive information, and client data are not visible within camera fields of view or from unauthorized angles. Support periodic CCTV reviews and audits, including validation of camera functionality, image quality, retention requirements, and evidence preservation. Document camera issues, remediation actions, and follow‑up validation with Facilities, Information Security, Compliance, and security providers.
• Data Handling and Disposal of Physical Data: Conduct inspections of controlled areas, workstations, storage locations, shred bins, and disposal receptacles to validate compliance with clean‑desk, data‑handling, and confidential‑information disposal requirements. Partner with site leadership for annual policy reviews emphasizing proper handling, storage, and disposal of confidential data. Confirm locked disposal receptacles are secured and that third‑party disposal providers supply proper destruction confirmation. Review confidential‑information disposal logs when third‑party services are not used. Validate that new hires and existing associates receive required data‑handling training and annual refresher training.
• Guard Services and Controlled Area Security: Review weekly, monthly, and exception reports from the guard service provider to confirm issues are identified, escalated, tracked, and remediated. Validate that security badges are worn by all personnel inside controlled areas. Confirm perimeter openings, controlled entry points, secure doors, and restricted areas remain properly secured and monitored. Coordinate with security providers and site leadership during access‑control, alarm, or guard‑coverage failures to implement temporary controls until permanent remediation is completed. Ensure temporary guard deployments include documented post orders, continuous coverage expectations, and periodic testing of guard effectiveness.
• Security Reviews, Testing, Auditing, and Remediation: Complete or coordinate assigned security self‑assessments, alarm tests, access‑list audits, camera audits, device commissioning validations, and other required control reviews. Investigate root causes of failures related to physical security, access control, hardware layers, data handling, or site security procedures. Manage documentation of physical penetration tests, control testing, remediation plans, evidence collection, and closure validation using approved templates and standards. Identify security training and development needs based on audit findings, control failures, incidents, trends, or recurring procedural gaps. Track corrective actions through completion and provide timely status updates to senior leadership and stakeholders.
• Cross‑Functional Coordination and Reporting: Serve as the site‑level point of coordination for risk‑management activities supporting the client’s engagement, working under the direction of the Senior Director, Customer Experience and in partnership with Information Security and Compliance. Prepare concise reports, audit summaries, issue logs, trend updates, and remediation status updates for leadership review. Maintain organized records of audits, testing, training validation, incident‑response support, corrective actions, approvals, and required compliance evidence. Support client visits, internal reviews, security walkthroughs, compliance assessments, and readiness activities related to the client’s controlled environment. Escalate urgent risks, suspected policy violations, control failures, unauthorized access concerns, or potential data‑exposure issues according to established procedures.

Qualifications and Skills

• Strong attention to detail, documentation discipline, and follow‑through.
• Ability to interpret and apply operational, physical security, access control, data handling, and compliance procedures.
• Strong communication skills with the ability to work professionally with site leadership, associates, vendors, Information Security, Compliance, Facilities, IT, and client‑facing stakeholders.
• Ability to conduct audits, review logs, identify discrepancies, document findings, and follow up on remediation items.
• Sound judgment, discretion, and ability to handle sensitive and confidential information appropriately.
• Strong organizational skills with the ability to manage recurring audit schedules, evidence requests, issue tracking, and competing priorities.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Ability to work independently while maintaining alignment with leadership direction, enterprise policies, and client‑specific requirements.

Education and Experience

• High school diploma or equivalent required; associate degree, college coursework, or equivalent professional experience preferred.
• Prior experience in risk management, compliance, information security support, physical security, facilities security, operations support, audit coordination, or a related role preferred.
• Experience in a BPO, contact center, regulated client environment, financial services support environment, or controlled production environment is strongly preferred.
• Experience with access control systems, CCTV review, security vendors, badge management, audit documentation, or incident escalation processes is preferred.