Compliance Lead

Role overview

The Compliance Lead is responsible for keeping the organization aligned with all relevant government rules, contractual commitments, and internal standards. This role involves managing compliance processes, policies, and performance measures, along with researching issues in depth to confirm that the business continues to meet its obligations.

The position also includes educating teams on compliance expectations, supporting the rollout and review of procedures, and documenting and communicating client compliance escalations so that issues are resolved promptly.

Key responsibilities

• Maintain a strong working knowledge of applicable laws, regulations, and contact center policies and procedures.
• Monitor performance data and identify trends that can be used to improve outcomes.
• Prepare reports on performance metrics and key indicators, including NPS, to support business goals.
• Work closely with operations teams to ensure compliance targets and measures are consistently achieved.
• Participate in compliance meetings and share observations that help reduce compliance errors.
• Support the investigation and correction of compliance issues or recurring patterns.
• Review audits and oversee internal teams handling client- or company-specific compliance matters.
• Keep leadership informed clearly and efficiently about compliance-related impacts and concerns.

Ideal background

Candidates should bring project leadership experience, along with strong technical and reporting capability, industry understanding, and the ability to prepare compliance reports. Experience in gathering, validating, and organizing data is important, as are strong organizational skills and effective time management. Proficiency in Microsoft Word, Excel, and PowerPoint is also expected.

Additional information

This role is based in Jamaica and is a full-time onsite position.