Call Center Compliance Assistant

Who Are We?

Are you ready to start a career leading a talented team to success, with opportunities for outstanding performance and personal growth? Do you want to work for a fun, professional and forward thinking company that values exceptional customer service and high employee satisfaction? Look no further—McDonald Auto Group is the place for you!

We are a second-generation, family-owned business that has been a part of the Mid-Michigan community for over 100 years, with deep ties to Saginaw and the Saginaw Valley. We currently operate 9 franchised dealer brands across 5 locations, employing over 200 dedicated team members. At McDonald Auto Group, we strive to create a dynamic work environment where our employees enjoy coming to work and find fulfillment in their roles. We believe that our greatest asset is our people, and only the best team members can deliver the exceptional customer service we're known for.

Job Description

Job Summary:
The Call Center Compliance Assistant is responsible for monitoring and evaluating customer service calls to ensure adherence to company policies, regulatory requirements, and quality standards. This role supports the compliance team by identifying potential risks, assisting with training initiatives, and providing detailed reports on call center performance. The ideal candidate has a keen eye for detail, strong analytical skills, and a commitment to maintaining high compliance and customer service standards.

Key Responsibilities:

• Monitor and review inbound and outbound calls for compliance with company policies, industry regulations, and customer service guidelines.
• Identify and report any non-compliance issues, ethical concerns, or potential risks.
• Assist in developing and implementing compliance training materials for call center agents.
• Maintain detailed records of call evaluations, compliance violations, and improvement recommendations.
• Work closely with the quality assurance and training teams to enhance agent performance and compliance adherence.
• Stay up to date with industry regulations, including data protection laws and consumer rights policies.
• Assist in preparing compliance reports and audit documentation for management review.
• Provide feedback to agents and supervisors on compliance-related issues and suggest corrective actions.
• Support investigations related to compliance concerns and customer complaints.
• Help improve call scripts, policies, and procedures to align with compliance standards.

Qualifications & Skills:

• Experience in call center operations, quality assurance, or compliance monitoring preferred.
• Strong knowledge of customer service best practices and regulatory requirements (e.g., GDPR, TCPA, HIPAA, etc., depending on industry).
• Excellent listening, analytical, and problem-solving skills.
• Ability to work independently and maintain confidentiality.
• Strong written and verbal communication skills.
• Proficiency in call monitoring software and CRM tools is a plus.