BPO Quality Assurance Supervisor in Trinidad & Tobago (on-site)

Job description

Overview The Supervisor, Quality Assurance is responsible for driving consistent execution of quality programs across customer interactions, ensuring service delivery meets defined standards, client expectations, and regulatory requirements. This role translates quality frameworks into day-to-day operational discipline, reinforcing performance standards across teams and channels. By leading Quality Specialists and partnering closely with Operations and Training, this role ensures quality insights are effectively converted into coaching, process improvements, and measurable performance gains. The Supervisor acts as a frontline change agent, strengthening service consistency, enhancing customer experience, and supporting Carenet’s commitment to delivering high-quality, “white glove” service. Responsibilities: How will Success in this Role be Measured? Sample Activities to Deliver the Goals - Quality Performance Execution Consistent achievement of quality KPIs across assigned programs, including call, chat, and customer experience evaluations. - Coaching Effectiveness & Team Development Improvement in Quality Specialist performance and agent outcomes driven by structured coaching and...