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 bi-weekly 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 non-compliance detected during sessions.
Qualifications And Experience Required
- Bachelor’s degree or equivalent experience.
- 1 – 3 years of experience in a quality role
- 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.