PURPOSE & DESCRIPTION

The Sales Compliance Specialist is a subject matter expert that analyzes sales behavior patterns within call center, in-home, and in-store interactions.  This role is responsible for inspecting potential compliance risk and reporting findings to internal leadership. The Specialists review customer interactions and aggregate data to provide actionable insights for various Operations, Support & Product teams.

JOB RESPONSIBILITIES

•     Help identify and trend fraudulent activity and compliance issues through interaction analysis

•     Perform qualitative and quantitative analysis to understand and report on impactful trends to customer experiences and business targets

•     Utilize voice analytics software to find specific call types and create custom views that add business value

•     Contribute to ad hoc analytics & inspection projects that support business initiatives  

•     Conduct thorough and accurate audits of customer interactions and Expert performance utilizing various lead generation sources, such as machine learning models

•     Process ad hoc requests assigned by Compliance leadership for supporting teams/departments

Clearly and concisely summarize findings through verbal and written communicationCreate visual reports that help create narratives to accompany dataDemonstrate Core Values and Leadership Principles

WHAT YOU’LL BRING TO THE TEAM

Ability to handle sensitive data and discussions in a professional and discreet mannerStrong language comprehension, verbal, and written communication skillsStrong time management skillsAbility to maintain productivity with minimal direct supervision Analytical, problem solving, outside-the-box, and solution-oriented thinkingTechnical skills and ability to learn

DESIRED QUALIFICATIONS

Bachelor’s Degree or equivalent work experience in a relevant fieldMinimum of 6 months previous experience in compliance, fraud, legal, sales, customer service, quality or related field preferredMicrosoft Office SuitePower BI knowledge (preferred)Demonstrated ability to consistently achieve all performance metrics

WORKING CONDITIONS

Shifts are typically comprised of an 8-hour day at a computer workstation.Overtime may be required according to business needs.