Compliance Analyst: Call Center Quality & Risk

Socket.dev; Pennsylvania; On-site; USD 52,000 - 76,000; Full time

Job summary

ibex is seeking a Compliance Analyst in the United States (Pennsylvania) to perform internal audit and compliance tasks within the broader compliance program. The role requires monitoring calls for compliance, preparing reports, and collaborating with Operations, Client Service, and other departments.

The candidate should have at least 1 year of experience in compliance/risk analytics, be proficient in MS Excel, and demonstrate strong communication, teamwork, and results orientation.

Qualifications

• Minimum 1 year of Compliance/Risk Analyst or similar role.
• Healthcare BPO experience is advantageous.
• Proficient in MS Office, especially Excel.

Responsibilities

• Monitor calls for compliance; prepare performance reports.
• Input data to quality/compliance databases for reporting.
• Support compliance monitoring; identify risks and report them.
• Collaborate with Call Center Supervisors, Customer Service, and cross-functional teams.
• Identify training issues; update the evaluation tools and standards.
• Create scripting/resources for agents; provide in-depth comments for coaching.
• Train new team members; follow up on identified issues.
• Contribute to compliance scorecards for monthly/quarterly/annual reviews.
• Attend weekly calibration and facilitate sessions on a rotational basis.

Skills

Interpersonal communication

Oral communication

Written communication

Team-oriented

Self-motivated

Results-oriented

Tools

MS Excel

Job description

ibex is seeking a Compliance Analyst in the United States (Pennsylvania) to perform internal audit and compliance tasks within the broader compliance program. The role requires monitoring calls for compliance, preparing reports, and collaborating with Operations, Client Service, and other departments.

The candidate should have at least 1 year of experience in compliance/risk analytics, be proficient in MS Excel, and demonstrate strong communication, teamwork, and results orientation.