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Supervisor – Compliance and Quality Assurance

Not Disclosed

  • Port-of-Spain
  • 0 - 10000
  • Permanent full-time
  • Updated 03/01/2025
  • Recruitment
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Actively contribute to Quality Management Committee discussions, presenting recommendations to enhance compliance and service delivery practices.Strong ability to communicate complex concepts to diverse professionals and lay audiences.

Responsibilities and Duties:
1. Plan, organize, and oversee the daily operations of the Quality Assurance (QA) department to ensure
compliance with company policies, regulatory standards, and quality objectives.
2. Design and implement monitoring programs to evaluate customer interactions across all touchpoints,
ensuring adherence to compliance requirements and service standards.
3. Facilitate Quality Review Programs to ensure consistent application of customer service protocols and
compliance with established performance metrics.
4. Analyze data and regulatory trends to recommend improvements to processes, systems, and policies to
enhance compliance and service quality.
5. Develop and update procedures to ensure consistent delivery of exceptional service while meeting all
compliance obligations.
6. Provide timely, actionable feedback to employees and management to address compliance gaps and
improve performance.
7. Ensure effective communication between QA, customer service teams, and the Training Department,
recommending compliance-focused training as needed.
8. Identify and implement corrective and preventive measures to address quality and compliance issues,
ensuring alignment with Key Performance Indicators (KPIs).
9. Participate in third-party audits and calibrations, providing documentation and corrective action plans to
resolve non-compliance issues.
10. Conduct evaluations of customer interactions to assess compliance with service and quality standards,
escalating issues where necessary.
Qualifications:
- Experience in Quality Management preferred
- Certificate in Regulatory Affairs and Quality Assurance or in Quality Assurance Compliance
- Management experience preferred.
- Demonstrated expertise in critical thinking and ability to change tasks or priorities to ensure client needs
are met.
- Experience in holding client meetings as well as ability to develop positive professional relationships within
organizations with other various stakeholders.
- Basic knowledge and understanding of accreditation programs such as NCQA and URAC

Ref: POS -Supervisor
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