Bilingual English-Spanish Quality Assurance Specialist

Job Overview

Join our team at Future Group a leader in the Translation & Localization industry as we expand our global footprint. We are seeking a dedicated Spanish Quality Assurance Specialist for our Call Center operations. This role plays a crucial part in ensuring our customer interactions meet the highest standards of quality and service excellence.

Key Responsibilities for Quality Assurance

Quality Control of Interpretation Services

• Oversee and assess interpreters calls providing detailed feedback through individual scorecards.
• Conduct coaching sessions for interpreters
• Record and communicate quality metrics of calls to management.
• Offer ongoing feedback and additional coaching based on performance evaluations.

Client Complaint Resolution

• Document client issues within the Feedback Tracker and align with the Service Delivery (SD) team.
• Recommend and monitor the execution of coaching improvements.
• Resolve client issues by outlining and implementing resolution and corrective action plans ensuring timely submission of CAPA forms.
  
  

Documentation Audit for Newly Hired Interpreters

• Perform biweekly checks on the completeness and accuracy of documents from newly certified interpreters.
• Authenticate document validity and highlight any inconsistencies to senior management.
• Confirm the submission and completion of all required documents in a timely manner.

Management of IMS Profiles and Client Permissions

• Construct IMS profiles for qualified candidates incorporating necessary language permissions.
• Manage the uploading of required documents to client systems and engage with clients to activate permissions.
• Verify the correct application of permissions and coordinate with Talent Acquisition (TA) to facilitate onboarding.
  
  

Video Remote Interpreting (VRI) Compliance

• Execute regular assessments on interpreters to ensure compliance with camera presence and protocol.
• Supervise VRI sessions providing immediate coaching on compliance issues.

Enforce corrective measures for noncompliance detected during sessions.

Qualifications and Experience Required

• Bachelors degree or equivalent experience.
• 1 3 years of experience in a quality role in the call center field is a MUST
• Spanish fluent speaker B2/C1
• Fluent English Speaker C1/C2
• Experience in language services or the interpretation industry is highly preferred.
• Proficient in Microsoft Office
• Demonstrated ability to manage time effectively prioritize tasks and meet deadlines.
• Technical experience with call center software and quality monitoring tools.

Skills and Competencies

• Customer Focus: A strong commitment to understanding and meeting the expectations of our customers.
• Communication: Effective communicator with the ability to convey feedback clearly and constructively.
• Teamwork: Collaborate effectively with team members across different functions.
• Time Management: Efficient in managing multiple tasks and maintaining high productivity levels.

Work Environment and Conditions

• Working Hours: Adaptable to US shifts.

Embark on a rewarding career with a company that values quality and innovation. Apply today to become an integral part of our thriving call center operations and help us maintain our esteemed reputation in the industry.