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 communication
- Create visual reports that help create narratives to accompany data
- Demonstrate Core Values and Leadership Principles
WHAT YOU’LL BRING TO THE TEAM
- Ability to handle sensitive data and discussions in a professional and discreet manner
- Strong language comprehension, verbal, and written communication skills
- Strong time management skills
- Ability to maintain productivity with minimal direct supervision
- Analytical, problem solving, outside-the-box, and solution-oriented thinking
- Technical skills and ability to learn
DESIRED QUALIFICATIONS
- Bachelor’s Degree or equivalent work experience in a relevant field
- Minimum of 6 months previous experience in compliance, fraud, legal, sales, customer service, quality or related field preferred
- Microsoft Office Suite
- Power 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.
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