Process Compliance Specialist

About the role

The Process Compliance Specialist supports the Quality Assurance team by auditing non-clinical interactions to check adherence to defined processes and customer service expectations. The role organizes quality documentation, prepares audit materials and helps identify performance gaps through structured review and reporting. It works independently and collaboratively, supports continuous improvement with data-driven insights and offers exposure to audit principles and quality frameworks as a pathway into more advanced QA roles.

Key responsibilities

• Audit specific transactions against pre-defined criteria
• Support continuous improvement by identifying trends and outliers
• Work as part of a team developing data for ongoing projects and improvement efforts
• Maintain productivity and accuracy while managing multiple priorities and tight deadlines
• Perform other duties as assigned by the Supervisor/Manager

Required profile

• High school diploma supported by a minimum of 5 CXC passes
• At least 1 year of call center and/or quality assurance experience
• Strong understanding of Carenet's business, core values and goals
• Excellent communication and interpersonal skills with a cross-cultural workforce and clients
• Team player, self-directed, honest and confidential with customer data

Required skills

• Word processing, spreadsheets, email, database and internet software
• MS Excel, Word and PowerPoint (required)
• Attention to detail and ability to follow procedures