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 i
