Job Description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

The Compliance and Insights Analyst role combines operational investigations with strategic compliance to safeguard operations for a major global travel and homestay platform.

This position involves wearing three hats: Incident Responder, Security Investigator, and Auditor. It utilizes advanced data analysis to detect fraud patterns and investigate internal misconduct while simultaneously ensuring operations adhere to client contractual requirements. The role serves as the bridge between data-driven security and operational compliance, protecting the organization from financial loss, reputational damage, and legal liability.

As a Compliance and Insights Analyst, You Will…

• Analyze large volumes of transaction data and event logs (Google Sheet) to detect anomalies, reconstruct user/agent activity, and identify patterns indicative of fraud or internal policy abuse.
• Proactively monitor operational data to identify emerging fraud trends (e.g., unauthorized account access, payment fraud) and operational risks as business needs change.
• Provide insight and recommendations for process improvements based on trends identified during data reviews and fraud investigations.
• Lead investigations into internal alerts regarding agent behavior, including data theft, collusion with users, unauthorized use of internal tools, etc.
• Conduct structured, objective interviews with internal employees (agents, support staff) and witnesses to gather facts, assess credibility, and document admissions or denials regarding policy violations.
• Secure and document all evidence strictly, ensuring it meets the standards required for potential legal or HR disciplinary actions.
• Complete scheduled audits and monitor adherence to client contractual requirements and internal Standard Operating Procedures (SOPs).
• Assist external auditors and client compliance teams by preparing required documentation, reports, and evidence summaries as needed.
• Identify, evaluate, and develop plans for mitigation of necessary compliance requirements and operational risks.
• Prepare comprehensive reports by collecting, analyzing, and summarizing information regarding fraud losses, audit failure rates, and compliance gaps.
• Ensure other departments (Operations, Training, HR, IT, Quality and other departments) are kept informed of changing legislative requirements or fraud trends that affect their daily workflows.

As a Compliance and Insights Analyst, You Need…

• Minimum 3+ years of experience in a Fraud Investigation, Risk Management, Compliance, or Internal Audit function.
• Bachelor’s degree in Information Technology, Criminology, Law, Data Science, or Cybersecurity.
• Certifications such as CFE (Certified Fraud Examiner), CISA (Certified Information Systems Auditor), or GRC (Governance, Risk and Compliance) certifications.
• Background in the Travel/Hospitality BPO industry.
• Technical Proficiency:
◦ Intermediate to Advanced SQL skills (for querying large datasets and logs) are highly preferred.
◦ Advanced Google Sheet abilities (Pivot Tables, Lookups, statistical analysis).
• Proven experience in conducting internal investigations and interviewing subjects (employees/agents) to determine culpability.
• Strong critical thinking and problem-solving skills with the ability to research and source information independently for review.
• Written and verbal communication skills to effectively interact with diverse groups, write detailed investigation reports, and present audit findings.
• Close attention to detail with the ability to spot minute inconsistencies in large data sets or legal text.
• Ability to work in a fast-paced, time-sensitive environment and adapt to constant innovation and change.

IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.