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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.
How will Success in this Role be Measured?
- 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 feedback.
- Program Compliance & Calibration Accuracy: Adherence to client requirements, QA standards, and alignment through successful internal and external calibrations.
- Operational Impact of Quality Insights: Demonstrated improvements in service quality through actionable insights, root cause analysis, and corrective actions.
- Cross-Functional Alignment: Effective collaboration with Operations and Training, resulting in improved agent performance and reduced quality gaps.
- Customer Experience Improvement: Reduction in defects and measurable improvements in customer satisfaction and service consistency.

Sample Activities to Deliver the Goals
- Oversee daily QA operations, ensuring monitoring programs are executed consistently across all customer touchpoints.
- Lead, coach, and develop Quality Specialists through regular feedback, performance rev

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📌 BPO Quality Assurance Supervisor in Trinidad (Cartagena)
🏢 Carenet Health
📍 Cartagena