Compliance Supervisor

hace 5 días

Tijuana, México Tri Source International A tiempo completo

The Compliance Supervisor handles daily monitoring and evaluation of customer interactions and compliance with the TSI company handbook and the TSI Code of Conduct. The Compliance Supervisor provides day-to-day reporting and collaborates with the corporate compliance manager to ensure the company's Code of Conduct policies and operating standards are being complied with and enforced consistently, including identifying instances of non-compliance and escalating identified concerns to the corporate compliance manager to ensure cases of non-compliance are promptly reported, investigated, and resolved.

JOB RESPONSIBILITIES
- Support the implementation and enforcement of company and client-specific policies, rules, and standard operating procedures to ensure operational compliance by company employees.
- Audit of Attendance records - All levels & All departments.
- Monitor and Report on Operational Compliance of floor incidents - Cell phones, breaks, YouTube, food on the production, badges, etc.
- Audit all Agent, TL, PM, and OM coaching's for thoroughness and effectiveness.
- Update and monitor weekly agent & TL performance overview reports.
- Use Performance Overview Reports to ensure Performance Improvement Plans are executed when necessary.
- Provide day-to-day reporting and collaborate with the corporate compliance manager to ensure the company's Code of Conduct policies and operating standards are being complied with and enforced consistently. Including identifying instances of non-compliance and escalating identified concerns to the corporate compliance manager to ensure cases of non-compliance are promptly reported, investigated, and resolved.
- Provide weekly reports to internal stakeholders (Compliance Manager & Human Resources) reporting instances of compliance and non-compliance.
- Conduct agent and campaign-specific audits, and prepare and implement corrective action plans as needed.

**Requirements**:

- Call Center experience preferred
- Excellent communication skills, written and verbal
- Experience with Microsoft Excel & Google Sheets
- Business process improvements/project management
- Investigations; development and implementation of corrective actions

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