Compliance Specialist - Telco (Quality Analyst)

TP; Davao City; On-site; PHP 300,000 - 500,000; Full time

Job summary

TP is seeking a Compliance Analyst/Specialist to support implementation, monitoring, and continuous improvement of the organization’s compliance program within a BPO/operations context. You will review interactions and processes for regulatory adherence, document findings, and coordinate with cross-functional teams to close gaps.

The role emphasizes monitoring, reporting, and training on compliance and data privacy, with a focus on creating audit-ready records and dashboards for management

Qualifications

• Bachelor's degree in Business Administration, Legal Management, Accounting, Finance, Risk Management, Information Security, or a related field.
• 1–2 years of experience in compliance, risk management, internal audit, quality assurance, data privacy, information security, or related function.
• Experience in a BPO, contact center, shared-services, financial-services, healthcare, telecommunications, or technology environment is preferred.

Responsibilities

• Conduct compliance monitoring, control testing, process reviews, and internal audits.
• Review customer interactions, transactions, records, and practices for policy and regulatory compliance.
• Document findings, assess severity, and prepare reports.
• Maintain compliance trackers, risk registers, issue logs, and supporting docs.
• Monitor corrective actions and follow up until closure.
• Investigate suspected policy violations, data privacy incidents, and control failures.
• Perform root-cause analysis and recommend corrective actions.
• Monitor changes in regulations and client requirements affecting operations.
• Support data privacy, information security, consumer protection, and industry-specific requirements.

Skills

Compliance monitoring

Control testing

Risk identification

Data analysis

Root-cause analysis

Data privacy awareness

Attention to detail

Clear communication

Deadline management

Integrity and confidentiality

Excel/Reporting tools

Education

Bachelor's degree in Business Administration or related field

Tools

Microsoft Excel

PowerPoint

Word

Job description

This Compliance Analyst or Specialist supports the implementation, monitoring, and continuous improvement of the organizations/client's/project's compliance program. The role conducts compliance reviews, maintains documentation, analyzes risks and incidents, tracks corrective actions, and helps ensure that Operations comply with applicable laws, client requirements, industry standards, and internal policies.

The role works closely with Operations, Quality Assurance, Training, Human Resources, Information Security, Legal, and Client Services to identify compliance gaps and promote consistent adherence to established controls.

Key Responsibilities

• Conduct compliance monitoring, control testing, process reviews, and internal audits.
• Review customer interactions, transactions, records, and operational practices for compliance with policies, client procedures, and regulatory requirements.
• Document compliance findings, assess their severity, and prepare clear monitoring and audit reports.
• Maintain compliance trackers, risk registers, issue logs, and supporting documentation.
• Monitor corrective and preventive action plans and follow up with responsible teams until closure.
• Assist in investigating suspected policy violations, data privacy incidents, control failures, and other compliance concerns.
• Perform preliminary root‑cause analysis and recommend appropriate corrective actions.
• Monitor changes in regulations, client requirements, and industry standards that may affect BPO operations.
• Support compliance with applicable data privacy, information security, consumer protection, and industry‑specific requirements.
• Review client procedures, contractual controls, service‑level requirements, and approved scripts for operational compliance.
• Coordinate with Quality Assurance to ensure that compliance‑critical requirements are included in monitoring forms and calibration activities.
• Assist in developing and delivering compliance, ethics, data privacy, and client‑specific training.
• Support client, regulatory, certification, and internal audits by gathering evidence and maintaining audit‑ready records.
• Prepare compliance dashboards, trend analyses, presentations, and regular management reports.
• Escalate significant compliance risks, recurring violations, and overdue action items to the Compliance Manager.
• Handle confidential customer, employee, client, and investigation‑related information appropriately.

Key Performance Indicators

• Completion of scheduled compliance reviews and audits
• Accuracy and quality of compliance reports
• Timeliness of issue escalation
• Corrective‑action closure rate
• Number of overdue compliance actions
• Repeat‑finding rate
• Compliance and client audit results
• Training completion and assessment results
• Timeliness and accuracy of dashboards and reports
• Reduction in recurring compliance errors

Qualifications

• Bachelors degree in Business Administration, Legal Management, Accounting, Finance, Risk Management, Information Security, or a related field.
• One to Two years of experience in compliance, risk management, internal audit, quality assurance, data privacy, information security, or a related function.
• Experience in a BPO, contact center, shared‑services, financial‑services, healthcare, telecommunications, or technology environment is preferred.
• Working knowledge of data privacy, information security, consumer protection, and client contractual requirements.
• Relevant training or certification in compliance, privacy, risk, audit, or information security is preferred.

Core Competencies

• Compliance monitoring and control testing
• Audit documentation and evidence management
• Risk identification and issue tracking
• Data analysis and report preparation
• Incident investigation and root‑cause analysis
• Data privacy and information‑security awareness
• Strong attention to detail and accuracy
• Clear written and verbal communication
• Sound judgment, integrity, and confidentiality
• Ability to manage deadlines and multiple priorities
• Proficiency in Microsoft Excel, PowerPoint, Word, and reporting tools