Compliance Analyst

Job Title: Compliance Analyst

The Compliance Analyst plays a critical role in ensuring the organization operates within legal, regulatory, and ethical boundaries. Reporting to the Compliance Manager or senior compliance staff, this position involves monitoring, researching, and documenting activities to ensure adherence to company policies and external regulations.

Key Responsibilities:

Auditing and Reporting:

• Assist in preparing for and conducting internal audits at the site, agent, and process levels
• Assist with IT process audits and compliance reviews
• Compile and analyze audit data, prepare compliance reports, and present findings to management

Regulatory Monitoring:

• Stay up to date with applicable laws, regulations, and industry standards for contact centers. Examples include: TCPA, TSR, SOC, PCI and update to process or policy as warranted
• Research and analyze changes in regulations to assess their impact on company operations

Compliance Support:

• Assist in drafting, reviewing, and updating compliance policies, procedures, and guidelines
• Maintain accurate records of compliance-related activities and documentation
• Collaborate with different departments to ensure compliance standards are met

Risk Assessment:

• Identify, assess, and report potential compliance risks within the organization
• Support in developing, implementing, and following up on corrective action plans to mitigate risks

Training and Communication:

• Help create and distribute compliance training materials for employees
• Support the delivery of compliance-related training sessions to raise awareness and understanding

Issue Management:

• Investigate incidents of non-compliance and assist in resolving issues promptly, leveraging CAPA or similar approach for resolution and prevention
• Escalate unresolved or significant compliance concerns to senior management

Skills and Qualifications:

• Bachelors degree in business, Finance, Legal Studies, or a related field preferred
• Strong attention to detail and analytical skills
• Excellent communication skills, both written and verbal
• Strong English proficiency. Spanish is a plus but not required
• Knowledge of SOC, PCI, and other audit processes and certifications
• Knowledge of contact center regulation (TCPA TSR, DNC, FTC, FCC, etc)
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
• Ability to handle sensitive information with confidentiality and professionalism
• A proactive attitude and willingness to learn regulatory frameworks

Preferred Qualifications (Not Required):

• Familiarity with industry-specific regulations
• Experience with compliance management tools or software
• Internship or relevant coursework in compliance, risk management, or auditing

This role offers an opportunity to build foundational knowledge in compliance and risk

management while developing skills for career growth within the field.