Descrição
Role purpose:
Is to make sure that operation is conducting its business in full compliance with internal and external rules/regulations to ensure best customer experience, as well as professional standards, accepted business practices, and internal standards.
Core competencies, knowledge and experience:
- Excellent stakeholders management
- Outstanding communication skills
- Excellent presentation skills
- Strong analytical skills
- Problem solving
- Creativity and innovation
Must have technical / professional qualifications:
- Minimum of 1 year experience in contact center industry
- Minimum of 1 year experience in German Account (Customer facing).
- Excellent MS Office skills (Excel, PowerPoint, Word)
- Ability to communicate to various levels effectively
- German Language Level (C2)
- Familiar with the technicality/ Knowledge of GE consumer Care (Mobile/ TV Unit - Customer facing)
Key Accountabilities:
- Develop and implement an effective compliance program to ensure adherence to internal/external rules and regulations
- Create sound internal controls and monitor adherence to them
- Proactively audit processes and practices to identify weaknesses and failures
- Collaborate with Quality and HR when needed
- Set plans to manage compliance violations
- Investigate complaints raised by local markets and partners to spot failures
- Educate and train employees on regulations/process when needed
- Govern on recommended actions sent according to consequence matrix
- Analyze trends and prepare periodical reports to track progress and spot gaps
- Track individuals compliance performance and provide dashboard
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