Quality Assurance Specialist - Interpretation Services

Position Title: Quality Assurance Specialist - Interpretation Services

Reports Directly to: Training & Quality Assistant Manager – Interpretation Services

Position Overview:

The Quality Assurance Specialist for Interpretation Services assists in the provision of consistent quality interpretation/auditing services through the monitoring of the interpreter and contact center workforce. This position represents, communicates and maintains the standards of quality assurance, in all aspects, and serves as a third-person arbiter of interpreter/transaction monitoring performance. The Quality Assurance Specialist will conduct routine QA evaluations of US-based independent Contractors in Spanish, or in other languages. For contact center businesses, the Quality Assurance Specialist will conduct QA evaluation, analysis, and publish the Quality metric performance of the projects/s regularly.

Requirements

Primary Responsibilities:

• Demonstrates complete familiarity with all aspects of the quality of interpreters and all Contact Center activities such as calls and other channels of interaction including performance, professionalism, ethical standards, policies, guidelines, and procedures.
• Monitors interpreter performance, working with supervisors to implement improvement plans.
• Prepares quality reports by collecting, analyzing, and summarizing information and trends.
• Prepares and conducts audit work in accordance with acceptable audit standards and plans. A minimum productivity requirement is defined as being between 2 and 3 QA Evaluation forms completed per hour on average or as expected for the process from time to time.
• Prepares organization for formal and informal audits.
• Maintains all records of QA activities, to include QA-identified issues.
• Maintains effective working relationships with members of training, quality, and various levels of management.
• Collaborates with Training and Compliance, and other departments, to direct QA issues to appropriate existing channels for investigation and resolution.
• Continuously updates job knowledge by studying trends, developments in interpreter performance standards, and quality assurance in general.
• Participates in periodic calibrations, as well as quarterly center evaluation programs.
• Maintains professional standards and ethical practices inherent to the position.
• Minimum Qualifications:
• Education Requirement:
• High School Diploma, Bachelor’s degree or higher in Business or related field preferred
• Field Experience:
• At least 3 years of experience in Quality with a proven experience in implementing process/quality improvement tools and techniques
• Positions Experience:
• At least 1 year of quality assurance in a related technical/professional services area; 2 or more years preferred
• Other Qualifications:
• Must be Bilingual (English & Spanish) (for language interpretation business)
• Fluent in English (Verbal and written skills)
• Familiarity with soft phone system and quality assurance best practices
• Required Skills:
• High degree of proficiency in Microsoft Office 360 suite/MS Office
• Clearly articulate ideas and thoughts verbally
• Accurately prepares written business correspondence that is coherent, grammatically correct, effective and professional.
• Strong interpersonal skills and a demonstrated ability to work effectively both independently as well as in a team environment
• Ability to work independently
• Excellent organizational and time management skills
• Analytical, data driven problem solver
• Excellent customer service skills

Benefits

PF, Gratuity, etc.,