QA Analyst

Position Summary: The QA Specialist for Interpretation Services is responsible for monitoring, evaluating, and enhancing the quality of interpreter interactions to ensure compliance with client expectations, company standards, and regulatory requirements. The role is essential in driving interpreter performance, supporting continuous improvement, and maintaining high standards across all interpretation channels (medical, legal, social, customer service).

Key Responsibilities

• Call Monitoring and Evaluation: Monitor live and recorded interpretation sessions for adherence to lingual accuracy, protocol, tone, professionalism, and compliance.
• Evaluation of interpreter performance using standardized scoring criteria through methods such as silent monitoring and remote calibration sessions.
• Identify compliance gaps related to HIPAA, interpreter ethics, and confidentiality.