Compliance QA Analyst (Spanish Speaking)
Responsibilities
Assess call recordings, ‘live chat’ and email conversations of contact centre sales, amendments or potential sales, of regulated products and provide an assessment of compliance based on a set framework (regulated products and data protection)
Assess claims and complaints and provide an assessment of compliance based on a set framework
Produce and deliver feedback for agents with regards to the assessments undertaken (positive and negative)
Utilise Quality Assurance and Transcription software for a risk-based scoring and feedback of the assessment
Assist in training and coaching of agents, where required
Work with the wider insurance team to improve and maintain the overall maturity level of insurance compliance in TBU/Booking.com
Fluency in Spanish
Must be an intelligent, articulate and persuasive individual, who can communicate compliance related concepts to both technical and non-technical staff.
Should have experience with regulated products and/or data protection regulations
Should have call centre sales, customer service or customer relations experience
Must have a good attention to detail, especially in the areas of quality assurance execution
Must have experience of creating and maintaining reports (Desirable: in relation to compliance assessments)
Must be confident to provide both positive and negative feedback to agents and management
Must have a solid understanding of the frameworks of compliance and quality assurance.
Depending on requirements of the team, a second language may be essential
