Working at iQor Trinidad on the AHS team had its challenges, but under Mark Francis, it was still a space where people felt respected. Mark wasn’t just a supervisor—he was a leader who stood for the right thing, upheld policies fairly, and genuinely cared about the well-being of his team. Even when enforcing strict client expectations, he led with empathy, offered clear direction, and kept us motivated through both tough and successful periods.
Unfortunately, since his departure, the environment has deteriorated. Our current supervisor, Kiva Martin, has created a toxic and demoralizing atmosphere. Rather than guiding or supporting the team, she frequently directs anger and personal frustrations at agents, often using demeaning language—calling people “dumb,” “harden,” or outright saying “you all are sh*t.” In one particularly inappropriate instance, she told a male agent, “Don’t get a big man vex.” That kind of tone has no place in a professional setting.
There’s also been no clear coaching or strategy to improve the team’s performance. Her proposed “solution” is to bring everyone back into the office—but without any real support or resources. When we were in office, there was no additional help provided, just more micromanagement and liming from management. If issues can't be resolved with the proper tools and leadership while working from home, relocating to a physical space won’t magically solve them. The problem isn’t the location—it’s the lack of effective leadership.
To Kiva Martin: Leadership is about lifting people up, not tearing them down. Respect is earned by example, not demanded through intimidation. Agents work hard, and they deserve guidance, not fear. I sincerely hope you take this feedback seriously—not as an attack, but as a chance to reflect and grow. The team can improve, but it starts with the right attitude at the top.
And to Mark Francis—if you ever see this, please consider coming back. We know deep down that she is the real reason you left, and yet you still remained professional and respectful until the very end. Your leadership is missed more than words can say.
