Quality Assurance Specialist

This role is responsible for monitoring and evaluating non-clinical interactions to ensure compliance with policies and procedures while enhancing the overall consumer experience.

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:

• High School Diploma or GED required.
• 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.