Process Compliance Specialist

Overview

WORK SET UP: On-site in Port of Spain

SCHEDULE: M-F, 9AM - 6PM

 

Position Summary

 

The Process Compliance Specialist is responsible for supporting the Quality Assurance team by auditing non-clinical interactions to assess adherence to defined processes and customer service expectations. This role contributes to operational excellence by organizing quality documentation, preparing audit materials, and assisting in the identification of performance gaps through structured review and reporting.

 

Working both independently and collaboratively, the Process Compliance Specialist helps ensure that interactions meet internal and client-specific quality benchmarks. The role also supports continuous improvement efforts by developing data-driven insights and facilitating feedback loops between operational teams and quality leadership.

This position offers exposure to audit principles and quality frameworks, serving as a developmental pathway into more advanced roles in Quality Assurance.

 

Responsibilities and Duties

Audit specific transactions against pre-defined criteria.

Support continuous improvement by identifying trends and outliers.

Work as a member of a team developing data to support ongoing projects and improvement efforts.

Maintain a focus on productivity and accuracy of work

Remain confident and able to manage multiple priorities in a dynamic and changing business environment

Work independently, in team settings, and under time-pressured deadlines

Performs other duties as assigned by Supervisor/Manager.

Qualifications

High School Diploma supported by a minimum of 5 CXC passes. Min 1 year of call center and/or quality assurance experience.

Word Processing, Spreadsheets, E-mail, database software, and Internet software. Experience with MS Excel, Word and Power Point required.

Strong understanding of Carenet’s business, core values, and goals

Excellent communication and interpersonal skills, as well to effectively communicate with a cross-cultural workforce and client base.

Team player able to work effectively across different departments, functions, and environments

Responsible and self-directed

High customer service orientation

High level of integrity, honesty, and judgment

Ability to respect and ensure strict confidentiality of customer data

Ability to balance several tasks simultaneously

Strong attention to detail and desire to follow procedures

Strong verbal and written communication skills