Data Protection & Compliance specialist

Job Purpose:

Lead continuous improvement, quality, security, and privacy activities at site level. The role focuses on improving performance, reducing errors and costs, increasing customer satisfaction, and ensuring compliance with ISO 9001, ISO 27001, and privacy requirements.

Main Responsibilities:

• Lead Lean Six Sigma/DMAIC projects to improve quality, efficiency, cost, and customer experience.
• Manage project plans, timelines, tasks, risks, stakeholders, reports, and results.
• Maintain and improve the Quality Management System (ISO 9001) and Information Security Management System (ISO 27001).
• Plan and support internal and external audits; track nonconformities, CAPAs, and corrective actions.
• Monitor quality, security, privacy, and operational KPIs and follow up on improvement actions.
• Support the local Privacy Program by maintaining documentation, data maps, training records, DPIA support, and Data Subject Request coordination.
• Act as the local contact for privacy matters and escalate issues to the Regional DPO or Privacy team when needed.
• Organize monthly Quality, Security, and Privacy review meetings.
• Deliver employee awareness sessions and basic training on quality, security, privacy, and continuous improvement.
• Work with Operations and support functions to maintain compliance and improve site performance.

Key Skills

• Lean Six Sigma / Continuous Improvement knowledge
• Project management and problem-solving skills
• Understanding of ISO 9001, ISO 27001, audits, and CAPA
• Basic knowledge of data privacy requirements
• Strong communication, reporting, and stakeholder-management skills
• Good attention to detail and ability to manage multiple priorities

Typical Qualifications :

Education

• Preferable college/university degree or equivalent related work experience; a Law degree is desired but not essential for the privacy component.

Languages

• Fluent/advanced-level English (written and verbal); additional language skills desired.

Experience

• Previous experience in customer services or the BPO industry.

• Experience with QMS and ISMS systems; two years of contact center management experience and one year of demonstrated Lean Sigma use.

• Six Sigma, project management tools and methodologies, or equivalent experience.

• Previous experience in a compliance role, or a role with compliance-related responsibilities; legal counsel or legal-department/attorney internship experience is a plus.

Skills

• Strong analytical and project management skills, able to manage multiple tasks simultaneously; skilled at resolving problems and presenting business solutions and recommendations.

• Excellent technical skills (MS Project, Word, Excel, office diary management) and strong math/statistical skills.

• Knowledge and understanding of the principles and legislative frameworks underpinning data protection in the region.

Knowledge/Abilities

• Strong understanding of the call center/BPO industry and operations; able to work in a dynamic, fast-paced environment.

• Demonstrated ability to develop professional relationships and interact with all levels of internal and external stakeholders.