About The Team

The Compliance and Monitoring team, part of the Audit & Risk department, are a 2nd Line of Defence team supporting business units across TalkTalk. They are accountable for delivery and oversight of the compliance and customer interaction monitoring framework which supports the business in understanding their compliance accountabilities, risks and performance. Therefore, ensuring TalkTalk can deliver their services as expected by customers and regulators.

About the Role

The Quality & Compliance Analyst will be accountable for ensuring that customer interaction monitoring activity is delivered across the TalkTalk Group. Monitoring is delivered by a third party Quality Analysis (QA) team, utilising a speech/text analytics solution where possible. Working with our monitoring partners and maintaining the accuracy of the speech/text analytics tool, this role is responsible for supporting the business in meeting their regulatory compliance and quality standards.

You will get involved with the following activity:

• Ensures interaction monitoring activity is delivered across the group, as agreed with key stakeholders. Implementing and deploying new campaigns and projects with our QA team as directed by the Compliance and Monitoring Manager. 

• Reviews and recommends updates/changes to interaction monitoring to ensure coverage of all applicable regulation and operational requirements.

• Responsible for the identification of compliance risk through interaction monitoring and challenges 1st line across the group to continuously improve where goals are not being met.

• Ensures the speech/text analytics tool provides coverage against all relevant regulation and operational requirements, monitoring and maintaining accuracy of the tool’s analytical capability. 

• Responsible for reviewing (with stakeholders and against relevant regulation) and implementing relevant changes within the tool in order to maintain the relevance of the tool’s analytical capability. 

• Manages access to the Speech/Text Analytics tool.

• Provide guidance and advice to the business to ensure the interaction monitoring framework is fit for purpose and that regulatory Compliance issues, risks and mitigation are understood and managed effectively. 

• Provide guidance and advice on interaction monitoring and compliance to the business and promote business ownership and accountability for operating in accordance with regulatory and quality requirements.

• Delivery of accurate reporting, to include weekly performance outputs, quarterly business review packs and ad hoc requests. 

• Ensures that operational reporting from the speech/text analytics tool is delivered on time and accurately to stakeholders.

• Provides oversight of the QA team, managing the day to day performance and challenge of our partners and through monthly/quarterly performance reviews ensuring they deliver against agreed goals.

• Provide assurance over the accuracy and integrity of interaction monitoring via calibration sessions, best practice and oversight monitoring.

About You

• You will have a proven background in Analytics / Analysis, ideally accompanies with stakeholder management experience

• Voice/speech/text analysis experience would be beneficial but not essential

• You will be a confident communicator with the ability to convert data into powerpoint and translate to leaders across the business.

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