IIA Updated IIA-CIA-Part3 Exam Questions and Answers by evie-mae

Understanding the Call Center Performance Issue:

The key performance indicators (KPIs) show a positive trend, meaning the call center appears to be performing well.

However, customer complaints are increasing, indicating that the KPIs are not accurately reflecting service quality.

This suggests that employees may be prioritizing call quantity over call quality, likely due to pressure to meet call quotas.

Why De-Emphasizing Call Quotas is the Best Solution:

Encourages Quality Over Speed: Reducing the emphasis on call volume allows agents to spend more time resolving customer issues effectively.

Improves Customer Satisfaction: Agents can provide more thorough assistance, reducing repeat calls and complaints.

Aligns KPIs with Service Quality: Shifting focus from quantity-based KPIs to quality-based KPIs ensures performance measurements reflect actual customer experience.

Why Other Options Are Incorrect:

A. Review the call center script used by customer service agents to interact with callers, and update the script if necessary – Incorrect.

While updating scripts may help, it does not address the root issue of employees rushing through calls to meet quotas.

C. Retrain call center staff on area processes and common technical issues that they will likely be asked to resolve – Incorrect.

Training is useful, but if agents are pressured to complete calls quickly, training alone will not resolve the issue.

D. Increase the incentive for call center employees to complete calls quickly and raise the number of calls completed daily – Incorrect.

This would worsen the issue by further incentivizing speed over customer satisfaction, leading to more complaints.

IIA’s Perspective on Performance Metrics and Customer Service Quality:

IIA Standard 2120 – Risk Management requires organizations to ensure that performance metrics align with actual business objectives.

IIA GTAG (Global Technology Audit Guide) on Performance Measurement recommends balancing quantitative KPIs (e.g., call volume) with qualitative KPIs (e.g., customer satisfaction scores).

COSO Internal Control Framework supports adjusting performance incentives to ensure alignment with business objectives.

IIA References:

IIA Standard 2120 – Risk Management & KPI Alignment

IIA GTAG – Performance Metrics in Customer Service

COSO Internal Control Framework – Effective KPI Design

Thus, the correct and verified answer is B. De-emphasize the importance of call center employees completing a certain number of calls per hour.

Fraud in time-tracking systems—such as "buddy punching" (where one employee clocks in/out for another)—is a common payroll fraud scheme. The most effective method to prevent this is biometric authentication, which ensures that only the actual employee can clock in or out.

(A) Face or finger recognition equipment. ✅

Correct. Biometric authentication (such as fingerprint or facial recognition) is the most effective solution because it uniquely identifies each individual, making it impossible for an employee to clock in on behalf of a colleague.

IIA GTAG "Managing and Auditing IT Vulnerabilities" recommends biometric authentication as a strong fraud prevention measure.

IIA Practice Guide "Fraud Prevention and Detection in an Automated Environment" highlights the use of biometrics for enhancing security in access control systems.

(B) Radio-frequency identification (RFID) chips to authenticate employees with cards.

Incorrect. RFID cards can be shared between employees, allowing fraud to continue. They are useful for access control but do not verify the identity of the person using the card.

(C) A requirement to clock in and clock out with a unique personal identification number (PIN).

Incorrect. PINs can be shared or stolen, making them ineffective in preventing buddy punching.

(D) A combination of a smart card and a password to clock in and clock out.

Incorrect. Like RFID and PIN systems, smart cards and passwords can be shared, making them ineffective against fraudulent time-tracking practices.

IIA GTAG – "Managing and Auditing IT Vulnerabilities"

IIA Practice Guide – "Fraud Prevention and Detection in an Automated Environment"

COSO Framework – Fraud Risk Management

Analysis of Answer Choices:IIA References:Thus, the correct answer is A, as biometric authentication directly verifies the employee’s identity, preventing time-tracking fraud.

An ethnocentric attitude in global business means that the parent company (headquarters) makes all key decisions and expects its foreign subsidiaries to follow directives without much autonomy. This approach often results in centralized control, standardized policies, and minimal local input.

(A) Standards used for evaluation and control are determined at local subsidiaries, not set by headquarters.

Incorrect. In an ethnocentric organization, standards and controls are determined by headquarters, not by local subsidiaries.

IIA Standard 2120 – Risk Management emphasizes that corporate governance should ensure consistent policies across all locations, which aligns with ethnocentric approaches.

(B) Orders, commands, and advice are sent to the subsidiaries from headquarters. ✅

Correct. In ethnocentric organizations, decision-making authority is centralized at headquarters, and subsidiaries are expected to follow orders and policies without deviation.

IIA GTAG "Auditing Global Operations" discusses risks related to centralized control structures, where headquarters enforces policies globally.

(C) People of local nationality are developed for the best positions within their own country.

Incorrect. This describes a polycentric approach, where local talent is developed for leadership roles. Ethnocentric organizations prefer to assign expatriates from headquarters to key positions in subsidiaries.

(D) There is a significant amount of collaboration between headquarters and subsidiaries.

Incorrect. Collaboration is more common in geocentric or regiocentric models, where decision-making is shared. Ethnocentric organizations have limited collaboration, as headquarters dictates policies.

IIA GTAG – "Auditing Global Operations"

IIA Standard 2120 – Risk Management

COSO Framework – Internal Control and Corporate Governance

Analysis of Answer Choices:IIA References:Thus, the correct answer is B, as ethnocentric organizations enforce top-down control, sending orders, commands, and advice to subsidiaries.

Understanding Spear Phishing Attacks:

Spear phishing is a targeted cyberattack where attackers send personalized emails to trick individuals into providing sensitive data (e.g., passwords, financial information).

Unlike regular phishing, which casts a wide net, spear phishing is highly customized and often appears to come from a trusted source.

Why Option C Is Correct?

The scenario describes a highly personalized email (related to a golf membership) that tricks the recipient into clicking a malicious hyperlink and entering sensitive data.

This matches the definition of a spear phishing attack, where an attacker tailors a scam specifically for an individual.

IIA GTAG 16 – Data Analytics and ISO 27001 emphasize the need for security awareness training to mitigate such threats.

Why Other Options Are Incorrect?

Option A (Website attack causing a server crash):

This describes a Denial-of-Service (DoS) attack, not spear phishing.

Option B (Generic recorded message requesting password data):

This is vishing (voice phishing), not spear phishing. Spear phishing relies on personalized emails.

Option D (Fake social media investment opportunity):

This describes mass phishing, which targets multiple users, unlike spear phishing, which is highly targeted.

Spear phishing is a targeted attack that uses personal details to deceive individuals, making option C the best choice.

IIA GTAG 16 and ISO 27001 emphasize cybersecurity awareness to prevent such attacks.

Final Justification:IIA References:

IIA GTAG 16 – Data Analytics in Cybersecurity Audits

ISO 27001 – Cybersecurity Best Practices

NIST SP 800-61 – Incident Response Guidelines for Phishing Attacks