TransPerfect

Interpreter Quality Specialist - Spanish

ID
2017-9134
Category
Quality Assurance/Compliance
US-AZ-Tempe

Responsibilities

The Interpreter Quality Specialist assists in the provision of consistent quality interpretation services through the monitoring, coaching and training of the interpreter workforce.  This person represents, communicates, and maintains the standards of interpreter quality, in all aspects, for the rest of the company and serves as a third-person arbiter of interpreter performance.    They are responsible for the development, execution, and reinforcement of interpreter policies, procedures and standards and any necessary documentation to allow for the accurate evaluation of interpreter performance.  The Interpreter Quality Specialist is a leader in keeping all staff updated and informed on interpreter best practices and changes within the profession. They must possess exceptional language, interpretation and communication skills and be completely familiar with all aspects of the company’s systems, technology, and policies.  

 

Position responsibilities:

 

  • Exhibit complete familiarity with the all aspects of interpreter quality in including performance, professionalism, and ethical standards
  • Exhibit complete familiarity with all TransPerfect Remote Interpretation policies and procedures.
  • Maintain and assist in improving quality by regularly monitoring interpreter performance, working with supervisors to implement improvement plans, directly coach interpreters, and serve as an interpreter trainer on occasion.
  • Analyze trends and identify areas in need of improvement through arranging and executing interpreter monitoring for such agents daily.
  • Develop and implement suggested forms of corrective action to minimize negative trends.
  • Ensure that the quality loop is properly closed for all corrective actions.
  • Prepare quality documentation and monthly reports by collecting, analyzing and summarizing information and trends, including corrective actions.
  • Prepare and accomplish audit work in accordance with acceptable audit standards and plans.
  • Prepare organization for formal and informal audits.
  • Maintain all records of QA activities, to include QA identified issues.
  • Maintain effective working relations with members of testing and training, quality, and various levels of management.
  • Collaborate with Testing, Training and Compliance, and other departments, to direct QA issues to appropriate existing channels for investigation and resolution.
  • Continuously assist with verifying all interpreters are confident in all areas of their required job tasks and provide feedback to Training.
  • Create bulletins and memos as needed and make them accessible to all employees.
  • Continuously update job knowledge by studying trends and developments in interpreter performance standards and quality assurance in general.
  • Participate in periodic self-evaluations, as well as quarterly center evaluation programs.
  • Act professionally with regards to appearance, conduct and promptness.
  • Maintain professional standards and ethical practices inherent to the position.
  • Perform other duties as assigned.

Qualifications

  • Associate’s degree or a minimum of 6 months’ interpretation experience; in Over the Phone Interpretation environment preferred.
  • Professional proficiency in Spanish and English.
  • An excellent track-record of quality remote interpretation provision.
  • Attention to detail
  • Familiarity with quality assurance best practices
  • Excellent communication, verbal, written and electronic skills
  • Good people skills
  • Strong computer knowledge; proficient in MS Office products: Word, PowerPoint, Excel
  • Be familiar with AVAYA phone system
  • Ability to identify issues and clearly / effectively communicate them to management and staff
  • Fast learner and good teaching skills
  • Comfortable using technology as a crucial assignment tool
  • Must be able to meet deadlines
  • Exceptional organizational and time management skills

Valued but not required skills and experience:

 

  • Enthusiastic
  • Motivated
  • Team Player
  • Organized
  • Flexible

 

Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Essential Functions:

While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Finally, the employee generally works in an indoor office environment; working hours beyond the normal workweek may be required.

Overview

TransPerfect Connect is the world's leading provider of device-independent remote interpreting services, including video interpretation and over the phone interpretation (OPI). Transperfect Connect is a division of TransPerfect, the world's largest privately held provider of language services and technology-enabled translation solutions to support global business. Founded in 1992, TransPerfect has over 3,500 employees and maintains offices in over 90 cities worldwide.

 

www.transperfectconnect.com 

 

 

About TransPerfect

 

For more than 20 years, TransPerfect has provided comprehensive language and technology solutions to help our clients communicate and conduct business more effectively in a global marketplace. Equipped with a quality management system certified to both the ISO 9001:2015 and ISO 17100:2015 standards, TransPerfect provides a full array of language and business support services, including translation, interpretation, multicultural marketing, website globalization, subtitling, voiceovers, staffing services, e-learning and training, and legal support services. TransPerfect also offers a suite of next-generation technologies that significantly reduce costs and improve consistency throughout the translation process, making TransPerfect the vendor of choice for the world's leading multinationals.

 

With annual revenues of over $550 million, TransPerfect is the world's largest privately held provider of language services and technology solutions. From offices in more than 90 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100  certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong.

 

TransPerfect offers a comprehensive benefits package, including medical, dental, vision, 401k, paid time off, company-sponsored life insurance, short-term and long-term disability, flexible spending account options, and a proactive and accessible HR department that focuses on the staff’s health and happiness.

 

TransPerfect is an equal opportunity employer.

 

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