Quality Assurance Specialist (On-site, BPO)

Set up: On-site

Location: Port of Spain, Trinidad & TobagoCompany: Carenet Health

Carenet Health is looking for a Quality Specialist to join our team in Trinidad! This role is responsible for monitoring and evaluating non-clinical interactions to ensure compliance with policies and procedures while enhancing the overall consumer experience. The ideal candidate will have a keen eye for detail, strong analytical skills, and the ability to provide actionable insights to improve service quality and customer satisfaction.

Responsibilities

Monitor and evaluate inbound and outbound calls, chats, and emails to assess communication accuracy, service performance, and compliance with Carenet and client policies.

Document assessments and provide actionable feedback to assist with coaching front-line Health Advisors.

Conduct consumer interaction evaluations, complaint analyses, and satisfaction surveys to enhance the consumer experience workflow.

Facilitate internal site and client calibration sessions to ensure alignment with quality expectations.

Prepare quality reports and assessments for leadership review, ensuring they meet contractual and accreditation requirements.

Maintain expertise across multiple programs and achieve productivity standards as defined by leadership.

Identify opportunities for improvement in customer interactions and call-handling processes.

Perform other duties as assigned by the Supervisor or Manager.

Qualifications

5 CXC passes including Mathematics and English A

3 A levels or a Diploma in the relevant field

1 year of call center and quality assurance experience preferred.

Strong analytical, problem-solving, and time-management skills.

Proficiency in Microsoft Excel, Word, and PowerPoint.

Excellent verbal and written communication skills with attention to detail.

High level of integrity, customer service orientation, and ability to respect confidentiality.

Ability to multitask and work independently in a fast-paced environment.

Regular Full-Time