Overview
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.
