Compliance Analyst (Viator)
Core
Ensure service operations adhere to operating processes and procedures regarding refunds, promotions, and gestures of goodwill while mitigating risk and leveraging AI automation.
Role type
Compliance Analyst (Customer Operations)
Builds
Audit documentation, compliance reports, and AI automation strategies for refund and compensation processes.
Domain
Travel industry, Customer Operations, Risk Management
Deliverable
dashboards & analysis
Required skills
Internal Auditor Certification, Certified Compliance Analyst, 3+ years in Customer Operations/CX, Global Vendor BPO audit experience, Gen AI Governance, Close-Loop resolution
Preferred skills
Travel industry experience
Technologies
AI tools, AI-Assist systems
Responsibilities
Perform regular audits of external BPO and internal Resolution/Experience Recovery processes; Monitor AI and Human compliance in handling refunds, promotions, and gestures of goodwill; Investigate potential compliance breaches and report findings; Identify BPO process gaps and implement corrective actions; Draft and enforce internal refund/compensation processes; Collaborate with AI Service Lead to ensure tool adherence; Maintain audit documentation and prepare compliance reports; Audit Gesture of GoodWill spending and ensure accurate clawback crediting; Build investment strategy for AI automated tooling.
Seniority
Mid-level, hands-on IC