Careers at Sagility

JOB SUMMARY: 

The Compliance Officer is responsible for supporting compliance activities across the account, ensuring adherence to regulatory standards, client requirements, and internal policies. This role assists in audits, certifications, risk assessments, and compliance training programs to help maintain operational integrity and client trust. The Compliance Officer may also provide guidance to Compliance Apprentices. 

DUTIES & RESPONSIBILITIES: 

Compliance Oversight 

• Support the implementation and monitoring of compliance frameworks aligned with HIPAA, GLBA, PCI-DSS, and other applicable regulations. 

• Ensure consistent application of internal policies and client-specific compliance requirements within assigned business units. 

• Provide guidance and support to Compliance Apprentices as needed. 

• Prepares any ad hoc monthly reports based on Ops needs. 

Audit & Certification Support 

• Assist in preparing for internal and external audits, including:  

• ISO 27001 (Information Security) 

• ISO 9001 (Quality Management) 

• ISO 45001 (Occupational Health & Safety) 

• ISAE-SOC 

• PCI-DSS 

• Third-party and client-specific audits 

• Coordinate audit readiness activities, evidence collection, and documentation. 

• Track and help close audit findings under the direction of the Operations leadership. 

Compliance Readiness for Transitions and Expansions 

• Participate in Tollgate Reviews and Health Checks for new accounts or expansions as assigned. 

• Collaborate with operations, support teams, and client stakeholders to ensure compliance requirements are met prior to launch or transition. 

Disaster Recovery & Business Continuity (DR-BCP) 

• Maintain DR-BCP documentation and support testing activities. 

• Ensure DR-BCP plans are updated and compliant with client requirements. 

Training & Awareness 

• Coordinate and track completion of company-mandated and client-initiated compliance training programs. 

• Monitor training status and escalate gaps to the Associate Manager. 

• Conduct refresher sessions or send targeted communications to reinforce key compliance topics. 

Risk Management 

• Monitor and report internal compliance violations. 

• Coordinate with relevant teams for timely resolution of compliance issues. 

• Support risk mitigation by identifying recurring compliance gaps and suggesting preventive actions including but not limited to Shephertz findings 

Reporting & Communication 

• Prepare and maintain compliance dashboards, trackers, and reports for leadership and audit readiness. 

• Escalate critical compliance issues to the Operations Leadership and provide supporting documentation. 

• Support documentation and reporting requirements for internal reviews and external audits including corrective and preventive action plans 

• Monitor and manage Service Level Agreements (SLAs) for new and existing business, including "Table F" metrics and bi-annual SLA reviews 

Access Management 

• Manage system and platform access for associates; ensure timely additions, removals, and updates 

Continuous Improvement 

• Identify opportunities to enhance compliance processes and strengthen audit readiness. 

• Collaborate with internal teams to streamline workflows and improve documentation practices. 

• Stay informed on industry trends and share relevant best practices with the team. 

Work-at-Home Responsibilities 

• Comply with all Sagility general security and Work-at-Home security policies and procedures. 

• Adhere to all client-specific security policies and procedures to ensure the protection of customer data. 

• Maintain a secure home work environment and safeguard Sagility-provided assets, client systems, and data. 

• Promptly report any security-related incidents in accordance with established protocols. 

• Use the same internet connection that was tested during the setup process. If any changes are made to the internet connection or router during application or employment, notify the appropriate parties in advance and complete a retest to ensure compliance with requirements. 

• Immediately report any system performance issues or downtime to your manager and the designated local IT-SPOC. 

General Safety and Security 

• Safeguard the organization’s assets by adhering to the principles of the Quality Information Security Management System (QISMS). 

• Ensure the confidentiality, integrity, and availability of information essential to the organization’s business operations. 

• Maintain compliance with all applicable business, local, and international regulatory and legislative requirements 

COMPETENCY REQUIREMENTS: 

With Basic Competency Level in ff.: 

• Computer Literacy 

• Job Knowledge 

• Product Knowledge 

• Discipline Management 

With Moderate Competency Level in ff.: 

• People Management / Team Orientation 

• Coaching 

• Performance Management 

• Expertise / Analytical Skills 

• Problem Solving 

• Process Improvement 

• Presentation Skills 

With Expert Competency Level in ff.: 

• Communication Skills (Spoken & Written) 

• Change Management 

• Sense of Urgency 

• Passion for Excellence 

• Working in Teams / Interpersonal Skills 

• Work Organization 

• Drive for Results / Execution 

• Thriving in Change 

OTHER REQUIREMENTS: 

Reports to: 

• Senior Vice President or Operations Director 

Education and/or Experience:  

• Bachelor’s Degree in any field (no prior customer service experience required) 

• Associate Degree (2-year vocational course) or completion of at least 2 years of college with a minimum of 6 months of customer service experience 

• Experience in a BPO, healthcare, or regulated industry is an advantage. 

• Familiarity with regulatory standards such as HIPAA, PCI-DSS, ISO 27001, or similar frameworks is preferred. 

• Experience supporting audits, documentation, or compliance training is a plus. 

Work environment: 

• Hybrid setup, as applicable.  

• Onsite presence is required during critical activities, such as:  

• Internal or external audits 

• Client visits 

• Preparations in the days leading up to audits or client visits 

• Disaster Recovery & Business Continuity (DR-BCP) tests or evacuation drills 

• Key meetings and trainings 

• Work-at-Home (WAH) environment requirements:  

• Workstation PC is located in a dedicated, enclosed area at home 

• PC monitor is positioned away from doors and windows 

• Room is well-ventilated to prevent equipment overheating 

• Unauthorized entry to the room is prevented (e.g., keep the room locked when in use) 

• Telephone conversations are not audible from other areas of the house or outside 

• Workstation is clean and free from writing materials and unauthorized electronic devices 

• Adequate and stable internet connectivity is maintained 

Physical demands:  

• Ability to work for prolonged periods using a computer and other office equipment 

• Regular work during graveyard shift, but may adjust to morning or mid-shift as needed 

• Physically mobile to visit production floors as needed for compliance checks, audits, or escalations 

Work demands:     

• Ability to manage multiple compliance-related tasks and deadlines. 

• Must coordinate with internal teams, clients, and leadership to support compliance requirements and address routine inquiries. 

• Expected to work with general supervision, escalating complex issues or decisions to the Associate Manager or relevant leaders. 

• Must respond promptly to changes in client requirements, regulatory updates, or audit requests. 

• Ability to maintain accuracy and attention to detail, especially when preparing documentation or supporting audits. 

• Expected to remain professional and composed when handling urgent compliance issues or audit findings.