Quality Assurance Specialist - Interpretation Services

Datamark Bpo Service; Chennai District; On-site; INR 550,000 - 750,000; Full time

Benefits offered by this job

PF

Gratuity

Job summary

Datamark Bpo Service is seeking a Quality Assurance Specialist for Interpretation Services in Chennai, India. The role focuses on auditing interpreter and contact center performance to ensure standards across channels.

The successful candidate will monitor interpreter performance, produce quality reports, and coordinate with Training and Compliance. A bilingual English/Spanish requirement is essential, with strong MS Office skills and analytical thinking for process improvements.

Qualifications

• High School Diploma or Bachelor’s degree in Business or related field.
• 3+ years in Quality with process/quality improvement tools.
• 1+ year QA in a related professional services area; 2+ years preferred.
• Fluency in English; bilingual in English & Spanish required.

Responsibilities

• Monitor interpreter performance with supervisors and implement improvement plans.
• Prepare QA reports by collecting, analyzing, and summarising data and trends.
• Conduct QA evaluations of US-based contractors in Spanish or other languages.
• Maintain QA records and coordinate with Training, Compliance and Management.

Skills

MS Office

Verbal communication

Written communication

Analytical thinking

Time management

Independent working

Interpersonal skills

Customer service

Education

High School Diploma

Bachelor's degree or higher in Business or related field

Tools

SoftPhone system

Job description

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.

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 information and trends.
• Prepares and conducts audit work in accordance with acceptable audit standards and plans. A minimum productivity requirement is defined as being between 2 and 3 QA Evaluation forms completed per hour on average or as expected for the process from time to time.
• Prepares organization for formal and informal audits.
• Maintains all records of QA activities, to include QA-identified issues.
• Maintains effective working relationships with members of training, quality, and various levels of management.
• Collaborates with Training and Compliance, and other departments, to direct QA issues to appropriate existing channels for investigation and resolution.
• Continuously updates job knowledge by studying trends, developments in interpreter performance standards, and quality assurance in general.
• Participates in periodic calibrations, as well as quarterly center evaluation programs.
• Maintains professional standards and ethical practices inherent to the position.
• Minimum Qualifications:
  • Education Requirement:
    • High School Diploma, Bachelor s degree or higher in Business or related field preferred
  • Field Experience:
    • At least 3 years of experience in Quality with a proven experience in implementing process/quality improvement tools and techniques
  • Positions Experience:
    • At least 1 year of quality assurance in a related technical/professional services area; 2 or more years preferred
  • Other Qualifications:
    • Must be Bilingual (English & Spanish) (for language interpretation business)
    • Fluent in English (Verbal and written skills)
    • Familiarity with soft phone system and quality assurance best practices
    • Required Skills:
      • High degree of proficiency in Microsoft Office 360 suite/MS Office
      • Clearly articulate ideas and thoughts verbally
      • Accurately prepares written business correspondence that is coherent, grammatically correct, effective and professional.
      • Strong interpersonal skills and a demonstrated ability to work effectively both independently as well as in a team environment
      • Ability to work independently
      • Excellent organizational and time management skills
      • Analytical, data driven problem solver
      • Excellent customer service skills

Benefits

• PF, Gratuity, etc,