Warranty Claims and Quality Control Specialist

Hanna Interpreting Services; Spring Valley (CA); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Hanna Interpreting Services is seeking a Warranty Claims & Quality Control Specialist who reports to the Talent Operations Manager. The role provides administrative and analytical support to ensure top standards across on-site warranty claims and virtual QC for OPI and VRI services.

You will manage data workflows in our CRM, analyze trends, coordinate with Scheduling and Accounting, and communicate with clients and independent linguists while protecting confidential information.

Qualifications

• 2+ years of experience in claims, data analysis, coordinator, or support role.
• Proficiency with CRM software (HubSpot or similar) and Microsoft Office; advanced Excel/Google Sheets.
• Excellent written and verbal communication; ability to handle sensitive conversations.
• Experience handling HIPAA-related data with discretion; strong attention to detail.

Responsibilities

• Hybrid Claim & Data Workflow: manage end-to-end workflow for on-site disputes in CRM, log and investigate cases.
• Quality Trend Analysis: assist QC lead in reviewing 1- and 2-star OPI/VRI calls and identify trends.
• Intake and Coordination: act as primary contact for on-site claims; coordinate with Scheduling and Accounting.
• Compliant Communication: communicate with clients and independent linguists to request missing info; ensure protocol compliance.
• Documentation and Reporting: review claims, log issues, and run routine reports on volume, ratings, and resolution times.

Skills

Claims data analysis

CRM software proficiency

Advanced Excel/Sheets

Effective communication

Data confidentiality

Tools

HubSpot

Microsoft Office

Job description

Job Summary

The Warranty Claims & Quality Control Specialist, reporting to the Talent Operations Manager, is

responsible for providing critical administrative and analytical support to ensure the highest standards

across all Hanna Interpreting Services. This dynamic role acts as the organizational backbone for our

dispute resolution process for on-site assignments (Warranty Claims), while proactively analyzing client

feedback and data for our virtual assignments (Quality Control). You will ensure the smooth flow of

information, empowering fair claim resolutions and driving continuous improvement in our OPI (Over

Phone Interpreting) and VRI (Video Remote Interpreting) services.

Duties and Responsibilities

• Hybrid Claim & Data Workflow: Manage the end-to-end workflow for on-site service disputes within our CRM, ensuring cases are accurately logged and thoroughly investigated while adhering to our SLAs. Additionally, aggregate and document daily ratings and survey data for virtual (OPI/VRI) assignments.
• Quality Trend Analysis (Virtual Focus): Assist the QC lead in reviewing 1-star and 2-star OPI/VRI calls. Identify and document trends related to client dissatisfaction, helping the team implement preventative strategies to reduce low-rated outcomes.
• Intake and Coordination (On-Site Focus): Act as a primary point of contact for receiving and logging incoming on-site quality claims. Coordinate with internal Scheduling and Accounting teams to gather necessary service details, verify information, and assist with resolution actions.
• Compliant Communication: Communicate professionally with clients and independent linguists to request missing information or clarify details. Ensure all communications regarding service issues are aligned with Hanna’s Independent Linguist Quality and Performance Procedure.
• Documentation and Reporting: Conduct initial reviews of claims and low-rating alerts to ensure all required information is present. Log issues accurately into Informational, Contractual Review, or Critical categories. Assist the team by running routine reports on claim volume, OPI/VRI rating averages, and resolution times.

Skills and Qualifications

• 2+ years of experience in claims, data analysis, coordinator, or support role, preferably in quality assurance, customer success, or compliance.
• Strong command of CRM software (HubSpot or similar) and Microsoft Office Suite. Advanced proficiency in Excel/Google Sheets (managing data sets, tracking reporting) is highly preferred.
• Exceptional written and verbal communication skills. Ability to craft professional mass communications and handle sensitive phone conversations with composure.
• Proven ability to handle sensitive and confidential information (including HIPAA-related data) with absolute integrity. A keen eye for detail, and the ability to spot trends in data.