Compliance Analyst, Sales Agent Contact Center (Hybrid)

Could you be our next Compliance Analyst, Sales Agent Contact Center? Globe Life is looking for a Compliance Analyst, Sales Agent Contact Center to join the team!

This role is responsible for ensuring all sales call center activities comply with the Telephone Consumer Protection Act (TCPA), FCC regulations, and applicable state telemarketing laws. Embedded within the Sales Agent Contact Center and working in close partnership with the Compliance and Legal departments, this role serves as the primary compliance resource for call center operations, monitoring consent practices, managing Do-Not-Call (DNC) obligations, overseeing vendor compliance, and partnering with legal, operations, and IT teams to mitigate regulatory risk. Operating within a fast-paced live lead transfer environment, this position plays a critical role in protecting the organization from TCPA litigation exposure while enabling the sales team to operate efficiently and compliantly.

This is a hybrid position located in McKinney, Texas (WFH Monday & Friday, In Office Tuesday-Thursday).

What You Will Do:

• Ensure all outbound and inbound call activities adhere to the Telephone Consumer Protection Act, including consent verification, calling time restrictions, and Do-Not-Call (DNC) list management.
• Review and audit live lead transfer processes to confirm proper consent documentation is in place before transfers are initiated.
• Validate that consumer consent (express written consent where required) is captured, stored, and retrievable for all leads entering the program.
• Maintain and scrub against internal and national DNC registries; ensure timely honoring of opt-out requests.
• Draft, update, and enforce call center compliance policies aligned with TCPA regulations and FCC guidance.
• Investigate and resolve consumer complaints related to unwanted calls or consent disputes.
• Serve as the primary point of contact between the Sales Call Center and the Compliance and Legal departments; escalate potential TCPA violations, litigation risks, or regulatory inquiries to Legal counsel in a timely manner.
• Monitor third-party lead vendors for compliance with consent standards and contractual obligations.
• Maintain detailed compliance logs, audit trails, and produce regular reports for management and legal teams.
• Conduct or coordinate TCPA compliance training for call center agents and supervisors.
• Stay current on FCC rulings, state-level telemarketing laws, and evolving TCPA case law that may impact operations.

What You Can Bring:

• Bachelor's degree in Business, Legal Studies, Communications, Compliance, or a related field; or equivalent work experience required.
• Minimum 3–5 years of compliance, legal operations, or regulatory affairs experience, preferably within a call center, telemarketing, or financial services environment.
• Deep knowledge of TCPA statutes, FCC regulations, DNC compliance requirements, and relevant case law.
• Experience with live lead transfer programs or lead generation vendor management preferred.
• Ability to assess one-to-one consent requirements in alignment with recent FCC rulings and evaluate whether lead vendor consent language meets TCPA standards.
• Ability to review call records, consent data, call recordings, and lead flows to identify compliance gaps and confirm required disclosures are made properly.
• Understanding of consent verification workflows during the live lead transfer handoff process.
• Familiarity with CRM systems, dialer platforms (e.g., predictive/progressive dialers), and consent management tools.
• Ability to identify risk areas, recommend corrective actions, and communicate compliance requirements clearly to non-legal staff in a fast-paced environment.
• Demonstrated ability to operate effectively in a matrixed or embedded role, balancing operational priorities with regulatory requirements.
• Works effectively across Call Center operations, Compliance, Legal, IT, and marketing teams as the compliance bridge between frontline sales activity and regulatory oversight.
• Life insurance or financial services industry experience a plus.
• Ability to travel up to 15% as needed.
• CIPP/US (Certified Information Privacy Professional) or CCEP (Certified Compliance and Ethics Professional) preferred.