Quality Assurance Specialist

We’re on the lookout for a skilled and motivated Quality Assurance Specialist to join our team in Port of Spain, Trinidad & Tobago, supporting one of our client campaigns.

This role plays a key part in driving service excellence and customer satisfaction through quality assurance frameworks, data-driven insights, and coaching that empowers our teams to perform at their best.

If you have an eye for detail, excellent communication skills, and a passion for helping others improve and succeed, this could be the perfect opportunity for you.

❗ 𝗣𝗹𝗲𝗮𝘀𝗲 𝗻𝗼𝘁𝗲: 𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗿𝗲𝗾𝘂𝗶𝗿𝗲𝘀 𝗯𝗶𝗹𝗶𝗻𝗴𝘂𝗮𝗹 𝗽𝗿𝗼𝗳𝗶𝗰𝗶𝗲𝗻𝗰𝘆 𝗶𝗻 𝗯𝗼𝘁𝗵 𝗘𝗻𝗴𝗹𝗶𝘀𝗵 𝗮𝗻𝗱 𝗦𝗽𝗮𝗻𝗶𝘀𝗵.

As a Quality Assurance Specialist, you’ll be responsible for ensuring excellence in customer interactions across the campaign by monitoring inbound and outbound calls against defined quality and compliance standards.

You’ll provide actionable feedback, identify performance trends, and collaborate closely with Team Leaders, Trainers, and Operations to enhance both the customer and colleague experience.

You’ll also play a key role in ensuring compliance with federal and state regulations, as well as client and company standards, while supporting continuous improvement initiatives across the business.

Our typical shift pattern involves: 40 hours within the week, between 7:00 AM – 11:00 PM Monday – Sunday, on a rotational basis.

Salary: TT $Competitive

Please note. This position is based at our site in the Port of Spain, Trinidad & Tobago.

As part of #theAteam, you’ll receive full training on our processes, our client’s brand, and the systems you’ll use - so you’re fully equipped to succeed and make an impact.

Your role can include, but isn’t limited to:

• Monitor collection calls for compliance with federal and state laws and provide feedback to operations and training departments to improve collectors' compliance.
• Monitor calls for collection technique and accuracy of messages left with customers.
• Provide feedback to operations and training departments to improve collectors' call quality, productivity, customer service, and compliance with client and company standards.
• Conduct file audits as needed to ensure that FS meets or exceeds client standards for working accounts and provide feedback to operations and training departments to improve such performance.
• Initiate corrective and disciplinary actions when necessary to curtail collectors' violations of federal and state laws that are detected during call monitoring and log such violations.
• Assist in training and developing new Quality Assurance Specialists.
• Participate in monthly calibrations sessions.
• Perform special projects that may be needed and/or assigned by management.

We’re a fast-growing business where innovation and collaboration are part of our DNA, so we’re looking for someone who thrives in a dynamic environment and is eager to make a difference.

You’ll be analytical, observant, and confident in delivering constructive feedback, with a strong drive to uphold quality and compliance standards.

Ideally, you’ll bring:

• 1–2 years' experience in a customer service or quality assurance role (preferred, but not essential). 
• Must be bilingual, with proficiency in both English and Spanish (required).
• Excellent attention to detail and analytical thinking. 
• A proactive and collaborative attitude. 
• Comfortable using Excel, QA tools, and CRM platforms. 
• Strong analytical and observational skills with attention to detail. 
• Excellent written and verbal communication skills. 
• Ability to deliver constructive feedback in a professional and supportive manner. 
• Familiarity with QA systems, call recording tools, and CRM platforms is a plus. 
• Strong organisational skills and ability to manage multiple priorities. 
• Demonstrated ability to interpret performance data and identify improvement opportunities.

• Full training & support.
• Well-being with Ky (onsite counselling).
• Free gym membership to Sky Gym*.
• Sick Pay*.
• Health insurance*.
• 24/7 Employee Assistance Programme & Wellness Hub.
• Birthday holiday (after 3 consecutive months of employment). 
• Nationwide retail discounts via Medicare*.
• 'Refer a Friend' scheme.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• ‘Employee of the Month’ Awards.
• Regular fun team-building sessions.
• A diverse & inclusive working environment.

*available post 6-month probationary period.

As an Equal Opportunity and Disability Confident Committed Employer, we pride ourselves on ensuring our recruitment process is inclusive and accessible. We hire local talent and offer a range of employment opportunities designed to fit a variety of lifestyles.

When you join #theAteam, we will welcome you into an inclusive, diverse, and fun environment where; delivering excellent customer service, career development, recognition and fun Fridays are the norm.

As an employer, we are committed to the well-being of our colleagues. Our continued efforts to support mental health awareness in the workplace is underpinned by our colleague-focused well-being initiatives, including an internal team of trained Mental Health First Aiders (MHFAs), 24/7 access to external Employee Assistance Programmes (EAPs), our colleague well-being Hub and comprehensive health insurance.

We’re proud, active members of the Mental Health Charter because we understand how important it is that our colleagues maintain a healthy work-life balance as part of their mental health well-being. We know that people do their best work when they feel their best.

We’ll tell you all about it during your interview!