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 equivalent1+ years of experience in Interpretation (Preferably Medical, CustomerService, Social and Legal)
Strong attendance and reliability record if internalProven history of achieving high QA scores if internalBilingual fluency (Target language / English)Familiarity with HIPAA, interpreter codes of ethics, and national standardsFamiliarity with HIPAA, interpreter codes of ethics, and national standardsPreferred Qualifications
Associate’s Degree or higherExperience in quality assurance for language services or interpretation environmentFamiliarity with HIPAA, interpreter codes of ethics, and national standardsKey Competencies
Excellent verbal and written communication skills in EnglishStrong understanding of interpreter protocols and compliance requirementsStrong computer skillsProficient in Microsoft Office (especially Outlook, Teams, Excel and Word)Highly organized and detail-orientedAble to prioritize and manage time effectively under pressureStrong interpersonal skills and ability to work collaborativelyThis is a full time position
