Compliance Analyst

About the role

The Compliance Analyst provides independent, objective assurance and recommendations to strengthen operational controls across the organization. Working closely with Operations, Client Service and other departments, the analyst supports internal audit projects, call quality monitoring, and compliance risk identification.

Key responsibilities

• Execute assigned internal audit projects, including scope development, testing, and reporting on operational, compliance, physical and IT processes.
• Evaluate existing control documentation, test procedures, and propose improvements.
• Monitor call quality (10‑25 calls per day) and transaction compliance, generating daily, weekly and monthly performance reports.
• Enter and analyze data in compliance measurement databases to produce timely performance insights.
• Collaborate with call‑center supervisors, customer service representatives and cross‑functional teams to identify compliance needs and drive process enhancements.
• Identify training gaps, report issues to management, and assist in developing training materials.
• Maintain and update evaluation tools, standards, scripts and resources as required.
• Provide detailed feedback for manager coaching and conduct mock‑call certifications.
• Contribute to compliance scorecards used in quarterly and annual performance reviews.

Required profile

• Minimum of 1 year of experience in compliance, internal audit, or call‑center quality monitoring.
• Strong analytical mindset with the ability to assess processes and recommend improvements.
• Excellent communication skills for reporting findings and collaborating with multiple stakeholders.
• Detail‑oriented and capable of handling multiple reporting cycles.

Required skills