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 linguistic accuracy, protocol, tone, professionalism, and compliance.
• Evaluate 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.

Feedback & Coaching

• Deliver constructive, documented feedback to interpreters, providers and management.
• Recommend coaching, additional training, recognition, or corrective actions based on QA scores.
• Participate in calibration sessions with internal and external stakeholders to align evaluation standards.

Reporting & Analytics

• Generate and maintain reports on QA performance trends, interpreter quality scores, and recurring issues.
• Highlight risk areas that may impact compliance, client satisfaction, or service levels.

Quality Culture Advocacy

• Promote a culture of excellence, compliance, and continuous improvement.
• Set quality expectations for interpreters and motivate them through recognition and transparency.

Meetings & Communication

• Participate in regular QA and leadership meetings to share trends, concerns, and resolution strategies.
• Maintain clear, professional communication via email and reporting tools within QA team.

Coverage & Flexibility

• Provide backup coverage for other QA team members and divisions during vacations, projects, or volume surges.

Required Qualifications
Minimum:
• High School Diploma or equivalent
• 1+ years of experience in Interpretation (Preferably Medical, Customer
Service, Social and Legal)
• Strong attendance and reliability record if internal
• Proven history of achieving high QA scores if internal
• Bilingual fluency (Target language/English)
• Familiarity with HIPAA, interpreter codes of ethics, and national standards
• Familiarity with HIPAA, interpreter codes of ethics, and national standards

Preferred Qualifications
• Associate’s Degree or higher
• Experience in quality assurance for language services or interpretation environment
• Familiarity with HIPAA, interpreter codes of ethics, and national standards

Key Competencies
• Excellent verbal and written communication skills in English
• Strong understanding of interpreter protocols and compliance requirements
• Strong computer skills
• Proficient in Microsoft Office (especially Outlook, Teams, Excel and Word)
• Highly organized and detail-oriented
• Able to prioritize and manage time effectively under pressure
• Strong interpersonal skills and ability to work collaboratively

This is a full time position