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 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 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.

Department Interpretation Call Center Role Quality Assurance Specialist Locations Maadi Remote status Hybrid Remote Number of Seats 1 Seniority Level Professional