About this role
Overview
Compliance Analysts provides independent, reasonable objective assurance and recommendations to add value and improve operational controls. The Compliance Analyst is expected to constructively work with Operations, Client Service, and other departments, conduct reviews and recommendations on internal controls across the organization.
The Compliance Analyst will be responsible for performing assigned internal audit and compliance tasks as part of the overall compliance program.
Responsibilities
• Monitoring of calls for compliance purposes; targets may vary as directed by management• Daily/weekly/monthly reports and other communication materials to highlight quality/compliance metric performance achievements and identify areas of opportunities with risks • Input data pertinent to quality and compliance measurement database systems for capturing, analyzing, and providing timely and accurate reporting on call center performance.• Support compliance monitoring solutions, identify risks and report them appropriately• Interface with Call Center Supervisors, Customer Service Reps, support business units, and other cross-functional areas where needed to help determine compliance needs and provide recommendations on continual process improvement.• Identify and report any required training issues to department management and trainers.• Take an active part in the evolution of the attribute document• Identify changes that need to be made to our evaluation tool • Create and update standards as appropriate• Create scripting and resources for agents when requested or needed• Provide in-depth comments on evaluations for manager coaching• Train new members that join our team• Follow up with issues identified to ensure they are resolved • Contributes to Compliance scorecard evaluations used in monthly, quarterly, and annual performance reviews.• Team Accountability – weekly progress report with action items• Attend and actively participate in weekly calibration and facilitation on a rotational basis• Compliance Orientation for New Hires – as needed• Compliance Orientation for Cross Skilling of agents – as needed• Perform other duties and special projects as assigned to monitor compliance and fraud activities.
Qualifications
Qualifications:
• Minimum 1-year previous experience as a Compliance and/or Risk Analyst or similar role conducting reviews of calls and/or internal controls (for External). Experience in healthcare BPO work is an advantage.
Knowledge:
• Intermediate knowledge in MS Office especially MS Excel• Knowledge of system/data vulnerabilities, preferred• Some knowledge of regulatory environments and requirements, preferred
Skills:
• Strong interpersonal communication skills• Effective oral and written communication skills• Team-oriented and Self-motivated• Performance-oriented and Results – Oriented
Abilities:
• Ability to demonstrate and support the Mission and Core Values (RITE) of ibex and act as a role model for these values to all employees• Ability to maintain a high level of confidentiality• Ability to exhibit efficiency in terms of the quality and speed of administrative tasks and deliverables a Compliance Analyst should complete. This will also be based on the amount of time a Compliance Analyst has spent in classroom training and coaching sessions (SBS or Remote).• Ability to respond positively to changing environment• Ability to exhibit professionalism/credibility in his/her facilitation skills• Demonstrated ability to work with and lead a team• Demonstrated ability to communicate effectively and professionally with internal and external associates• Must be willing to work on a US / graveyard shift; and can travel from one site to another (when necessary)