Compliance Specialist - Telco (Quality Analyst)

TP Systems; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

TP Systems is seeking a Compliance Analyst/Specialist to support the design, execution, and continual improvement of the organization’s compliance program. The role involves reviews, documentation, risk analysis, tracking actions, and ensuring adherence to laws, client requirements, and internal policies.

You will collaborate with Operations, QA, Training, HR, InfoSec, Legal, and Client Services to identify gaps and promote consistent control adherence across the business.

Qualifications

• Bachelor's degree and 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.
• Working knowledge of data privacy, information security, consumer protection, and client contractual requirements.

Responsibilities

• Conduct compliance monitoring, control testing, process reviews, and internal audits.
• Review customer interactions, transactions, records, and practices for adherence to policies and regulatory requirements.
• Document compliance findings, assess severity, and prepare monitoring and audit reports.
• Maintain compliance trackers, risk registers, issue logs, and supporting documentation.
• Monitor corrective and preventive action plans and follow up until closure.
• Assist in investigating policy violations, data privacy incidents, control failures, and other compliance concerns.
• Perform root-cause analysis and recommend corrective actions.
• Monitor regulatory changes and client requirements affecting operations.
• Support compliance with data privacy, information security, and industry requirements.
• Review client procedures, contractual controls, SLAs, and scripts for compliance.
• Coordinate with QA to include compliance requirements in monitoring forms.
• Assist in developing and delivering compliance, privacy, and client-specific training.
• Support audits by gathering evidence and maintaining audit-ready records.
• Prepare compliance dashboards, trend analyses, and management reports.
• Escalate significant risks and overdue actions to the Compliance Manager.
• Handle confidential information appropriately.

Skills

Compliance monitoring

Audit documentation

Data analysis

Report preparation

Incident investigation

Data privacy awareness

Written and verbal communication

Deadline management

Risk identification

Education

Bachelor's degree in Business Administration, Legal Management, Accounting, Finance, Risk Management, Information Security, or a related field

Tools

Microsoft Excel

PowerPoint

Word

Reporting tools

Job description

Compliance Analyst / Specialist

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