The Audit and Compliance Analyst/Auditor is responsible for conducting thorough audits and evaluations of operational processes and transactions to ensure adherence to internal policies, security regulations, and compliance standards. This role plays a critical part in identifying and mitigating risks related to fraud, suspicious activities, process deviations, and unauthorized transactions. The Analyst/Auditor will collaborate with leadership to provide insights, offer recommendations for process improvements, and contribute to a robust compliance framework within a dynamic BPO contact center environment.
Key Responsibilities
Audit and Evaluation:
- Conduct audits and evaluations on assigned failure modes, interactions, and transactions.
- Perform special scrubbing for internal and/or client escalations and other critical callouts and priorities.
- Ensure operational processes, procedures, and performance comply with security regulations and internal guidelines.
- Actively observe, monitor, track, and address risks that may lead to fraud and loss of client trust.
- Identify and escalate any potential hygiene issues.
- Address issues related to process deviations, unprofessional conduct, and invalid/unauthorized provisioning of credits and payouts.
- Review documentation, interview staff, and observe operations to uncover areas of non-compliance.
Reporting and Analysis:
- Analyze audit findings to identify opportunity areas and drive continuous improvement.
- Provide insights and offer recommendations based on audit observations.
- Prepare detailed reports on audit findings, with actionable recommendations for compliance improvements.
Process Improvement and Collaboration:
- Suggest process and system improvements based on common observations, with quantified improvement/risk opportunity.
- Partner with compliance leaders in leading initiatives/projects for process improvement.
- Participate in strategic projects for the campaign/Line of Business (LOB).
- Collaborate with various departments and global operations leadership to ensure audit findings are addressed and resolved.
- Compliance Adherence:
- Maintain up-to-date knowledge of regulatory changes and industry standards.
- Assist in the development and implementation of preventive audits and checkpoints for potential red flags, suspicious activities, and fraudulent transactions.
Qualifications
Education:
- Bachelor's degree in Accounting, Finance, Business Administration, Information Technology, or a related field.
- Experience:
- Minimum of 3-5 years of experience in compliance auditing, internal audit, risk management, or a related field.
- Experience in a BPO (Business Process Outsourcing) or contact center environment is a strong plus.
- Proven experience in fraud detection and prevention.
- Preferred industries include previous or current work/role in Quality Assurance, Audit, and Compliance.
- Familiarity with industry-specific compliance frameworks (e.g., ISO 9001, ISO 27001, HIPAA, SOC 2) is advantageous.
Skills:
- Analytical & Problem-Solving: Exceptional analytical skills to interpret complex data, identify trends, and perform root cause analysis. Ability to develop practical and effective recommendations.
- Communication & Presentation: Excellent written and verbal communication skills for presenting findings and recommendations to diverse stakeholders. Ability to create clear, concise, and impactful reports.
- Attention to Detail: Meticulous attention to detail to ensure accuracy in audits and reports.
- Technical Proficiency: Proficiency in basic or standard MS or G-suite applications, including Spreadsheet or MS Excel proficiency. Familiarity with audit software and data analysis tools.
- Stakeholder Management: Strong interpersonal skills for building and maintaining relationships with internal teams and clients. Ability to influence and negotiate effectively.
- Process Improvement: Experience in identifying process inefficiencies and driving improvement initiatives.
- Critical Thinking: Strong critical thinking skills to analyze situations and data effectively.
- Crisis Management: Ability to manage and respond effectively to compliance-related crises.
Work Environment:
This role may involve a remote-hybrid setup with expectations for onsite visits to various locations as needed. The working schedule is primarily a night shift, Monday to Friday. The Audit and Compliance Analyst/Auditor will be part of a group of approximately 12 auditors reporting directly to the Audit and Compliance Manager. This group supports global campaigns, teams, and locations.
