Vendor Compliance Specialist

Talascend is currently seeking a Vendor Compliance Specialist for a contract opportunity with our client in Franklin, Tennessee.

Overview

The role involves monitoring and managing vendor objectives, providing direction on escalated customer files, and suggesting process improvements to enhance customer experience. It requires coordinating with various internal departments to improve customer resolution processes and ensuring vendor compliance with policies and procedures.

Responsibilities

• Monitors, manages and recommends CQ-VCS KPI vendor objectives.
• Provides direction on escalated customer files to mitigate financial risk and retain customer loyalty.
• Provides process improvement suggestions to improve customer experience.
• Coordinates difficult or escalated customer situations with the legal department.
• Develops or revises Standard Operating Procedures as necessary.
• Coordinates with other internal departments to improve the overall customer resolution process.
• Proactively sets standards for vendor to retain existing customers through goodwill expenditures.
• Analyzes and distributes data exhibiting current vendor agent performance levels.
• Takes corrective action and develops remediation activities with vendor as required.
• Ensures vendor compliance with policies and procedures and with Statement of Work.
• Responsible for implementation of Standard Operating Procedures updates and revisions via Salesforce.
• Reviews and ensures appropriateness of goodwill reimbursements for timeliness, coding and overall accuracy.
• Audits vendors check requests as required.
• Identifies training requirements and coordinates vendor remediation activities as necessary.
• Reviews annual and ongoing performance evaluations to ensure corporate compliance.
• Develops and supports a climate of positive work environment.
• Conducts quality evaluations and agent performance evaluations.

Qualifications

• Bachelor’s degree from an accredited university required.
• Minimum five years of directly related professional-level experience.

Requirements

• Excellent analytical skills.
• Excellent interpersonal, oral and written communication skills.
• Strong conflict resolution skills.
• Good presentation skills.
• Good organization, project management, workflow management and process improvement skills.
• Knowledge of Customer Service, Consumer Affairs, Customer Satisfaction, Marketing, Parts & Service Operations, Sales Operations and Statement of Work.
• Prior experience in a work leader role coordinating the work of other employees or contractors.

Shift

20% travel requirement including international. Frequent day travel between sites in the Nashville area. Occasionally represent at offsite events, including evening events.