Operations Compliance & Training Specialist – Regional Liaison

Role Overview

• Support performance monitoring across multi-site service center operations, including internal and vendor-managed teams
• Help establish and track KPIs and SLAs (e.g., service levels, average handle time, quality, productivity, compliance, customer experience)
• Ensure KPI reporting is applied consistently across regions to promote visibility and accountability
• Partner with site leaders to identify performance trends and support improvement efforts
• Develop and maintain reporting and dashboards to track service center KPIs and performance metrics
• Analyze operational data to identify trends, risks, and opportunities across Canada and Mexico service centers
• Translate data into clear, actionable insights to support decision-making and performance improvements
• Provide regular, structured updates to North America leadership on operational performance
• Support coordination of process transitions across service centers (e.g., Canada to Mexico Service Center)
• Assist in documenting and maintaining standard operating procedures (SOPs) to ensure consistency
• Partner with cross-functional teams (Operations, IT, Risk, Compliance) to support process improvements and integration activities
• Contribute to continuous improvement initiatives focused on efficiency and consistency
• Support adherence to regulatory requirements, including Canadian compliance standards (e.g., PIPEDA, provincial regulations)
• Monitor quality assurance processes within the contact center environment
• Assist with audits (remote and in-person) to ensure adherence to processes and standards
• Partner with training teams to help ensure materials align with operational needs and quality expectations
• Act as a point of contact between U.S. leadership and international service center teams
• Support coordination across regions and time zones to ensure alignment on priorities and expectations
• Build strong working relationships to support consistent execution and performance outcomes

Requirements

• Bachelor’s Degree (MBA, Management, or related field preferred)
• ~3–5 years of experience in contact center or service center operations, analytics, or related environments
• Experience supporting KPI tracking, reporting, or operational performance management
• Strong data analysis and reporting skills (Excel, Power BI, or similar tools)
• Ability to interpret data and support actionable recommendations
• Foundational understanding of service center operations and performance metrics preferred
• Strong verbal and written communication skills with the ability to work across teams and geographies
• Experience working with global teams; Spanish language skills preferred but not required.

Benefits

• annual bonus program
• 401k company contribution with company match up to 6%
• non-elective company contribution of 3
• 7% depending on age
• starting at 4 weeks paid vacation
• 15 calendar holidays
• 8 weeks paid parental leave
• employee assistance program
• comprehensive healthcare plans and wellness programs
• onsite fitness (at some locations)
• tuition assistance and volunteer paid time off
• short-term and long-term disability plans