Call Center-Quality and Compliance Analyst (Collection)

Job Summary:

Supports global Business-to-Business (B2B) Quality and Compliance initiatives, including Records Management, Integrity Hotline, Anti-Corruption, Litigation, regulatory requirements, and internal and external audits. The role works closely with the Quality and Compliance team and senior management to ensure adherence to company policies, regulatory standards, and client requirements.

Key Responsibilities

• Support Quality Senior Managers in managing reports, regulatory requirements, internal and external audit commitments, and other compliance-related activities.
• Partner with the Quality and Compliance team and senior management to develop reports, presentations, and other required deliverables.
• Retrieve, analyze, evaluate, summarize, and tabulate data to support accurate and timely reporting to site leadership and upper management.
• Monitor processes and identify compliance gaps, deficiencies, and areas for improvement.
• Collaborate with the Quality team to develop and implement appropriate corrective and preventive actions.
• Support internal and external audits, client assessments, regulatory inspections, and compliance reviews.
• Investigate, document, and monitor Quality and Compliance-related deviations, findings, and corrective actions.
• Coordinate meetings, conference calls, action items, and meeting minutes with internal stakeholders and business partners.
• Maintain accurate and organized compliance records and documentation.
• Work effectively with cross-functional teams and B2B stakeholders to address compliance requirements and resolve issues.
• Perform other duties and compliance-related activities as assigned.

Job Requirements

Experience:

• Minimum of 2 years of experience in Quality, Compliance, Audit, Risk Management, or a related field.
• Experience supporting Business-to-Business (B2B) operations, corporate accounts, or client-facing environments is preferred.
• Experience with internal/external audits, regulatory compliance, quality assurance, or process improvement is highly preferred.
• Experience analyzing data, preparing reports, and presenting findings to management.
• Experience documenting and tracking corrective and preventive actions (CAPA) is an advantage.

Skills & Competencies:

• Strong analytical, problem-solving, and organizational skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to manage confidential information.
• Proficient in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Ability to analyze data and translate findings into clear, actionable reports.
• Strong stakeholder management and collaboration skills.
• Ability to work independently while effectively partnering with senior leaders and cross-functional teams.
• Ability to manage multiple priorities and meet deadlines in a fast-paced B2B environment.

Education:

• High school diploma, GED, Trade/Vocational School certificate, or equivalent required.
• A bachelor's degree in Business Administration, Quality Management, Compliance, Risk Management, or a related field is preferred.