Compliance Specialist (Auditing & Reports)

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Requisition ID: JID_34555_13404
Job Category: Call Center
Location: Philippines-Taguig-Fort
Posted Date: 8/2/2017 10:40:52 AM

Essential Duties & Responsibilities:

  • Responsible for managing and conducting process and compliance audits to ensure compliance with required standards set by the company and/or client/program. 

  • Develop and implement auditing tools and procedures to assist sites/accounts in maintaining compliance to the client’s standards and requirements.

  • Provide reports of audit results to senior management regarding processes that have a direct impact on Operations/ other departments.

  • Develop, initiate, maintain, and revise policies and procedures for the operation of a specific account/program and its related activities to prevent illegal, unethical, or improper conduct.

  • Develop, implement and adhere to compliance metrics to assess compliance effectiveness.

  • Serve as the POC and facilitate client and/or third party audit activity, including preparation, execution and, as required, remediation

  • Work with Operations, HR, Recruitment, Workforce, Quality Assurance & Training teams to ensure compliance with policies and procedures and ensure appropriate Training is delivered and developed to address compliance requirements.

  • Respond to alleged violations of rules, regulations, policies, procedures, and Code of Conduct by evaluating and recommending investigative procedures.

  • Communicate and enforce changes in policies, procedures, and regulations to relevant internal and external stakeholders.

  • Interface with legal community and internal auditors to identify compliance issues and partner with appropriate departments to develop and implement corrective actions which prevent future compliance concerns.

  • Serve as a subject matter expert (SME) with regard to company & client policies and procedures as well as the regulatory environment which impacts the outsourcing/collections industry.

  • Perform ongoing assessment of operations control processes in compliance with applicable laws and regulations. Ensure processes comply with established policies and procedures.

  • Ensure compliance policies and practices reflect the latest in both regulatory authority and industry standards and various requirements

  • Responsible for understanding and complying with all policies, procedures and regulations realting to job duties.

  • Perform other duties as assigned by management.




Qualifications & Requirements:

  • Bachelor’s Degree or equivalent in relevant work experience.

  • Minimum of 4 years related call center/operations work experience required
  • Minimum 2 years project management experience required
  • Prior management experience in a call center environment required
  • Experience in development of policies, procedures and knowledge of auditing processes required
  • Strong knowledge in the specific account/client Compliance programs.
  • Strong operations and business acumen.
  • Strong product & industry knowledge.
  • Proficient personal computer skills including Microsoft Office.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to drive business change.
  • Ability to prioritize and organize work in a multitasked environment.
  • Must be resilient and able to adapt to a flexible schedule.
  • Ability to maintain the highest level of confidentiality.
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