Compliance Analyst

ibex•, PA

4d•Onsite

About The Position

Compliance Analysts provide 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.

Requirements

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).
Intermediate knowledge in MS Office especially MS Excel
Strong interpersonal communication skills
Effective oral and written communication skills
Team-oriented and Self-motivated
Performance-oriented and Results – Oriented
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)

Nice To Haves

Experience in healthcare BPO work is an advantage.
Knowledge of system/data vulnerabilities, preferred
Some knowledge of regulatory environments and requirements, preferred

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.