Junior Linguist

Job Description

The Junior Linguist – Compliance & Support is primarily responsible for providing compliance and monitoring support (about 70% of the shift) across various projects, ensuring compliance with quality standards, security policies and performance improvement initiatives. This includes monitoring freelance interpreter performance, ensuring compliance of security policies, assisting and provide feedback in a timely manner as well as completing account verifications. In addition to monitoring duties, the role also involves providing interpretation during overflow hours and when additional coverage is needed (about 30% of the shift). The linguist must possess good memory retention, note-taking skills, recognize sensitive cultural differences, and be professional and courteous. They should use appropriate industry terminology and understand common industry procedures and practices. The calls may involve, but are not limited to, subjects in the following fields: legal, healthcare, insurance, finance/banking, and community.

Work Environment

After completing training and demonstrating strong independent performance:

• You’ll receive company-provided equipment, including computer, headset, VOIP telephone line.
• You’ll transition to a hybrid schedule:
  •  2 days in the San Jose, Costa Rica office
  • 3 days working from home

Work-from-Home Requirements

• High-speed internet (minimum 20 Mbps download / 5 Mbps upload)
• Ability to connect directly to your modem via hard wire
• A backup plan in case of power or internet outage (e.g., relocating to another location)
• If a backup location is not available, you must report to the office to complete your shift

*Company-provided equipment must be used at all times, whether working from home or in the office.

What You Will Do

Linguist Duties:

• Provide complete and accurate interpretation.
• Employ excellent customer service and communication skills, clear enunciation, pleasant and professional voice as well as polite forms of expressions.
• Render correct concepts and meanings between English and Spanish.
• Adhere to client instructions and QA standards.
• Have current knowledge and understanding of all Lionbridge glossaries and terminology lists and follow all client-specific call protocol.
• Adhere to KPI benchmarks.
• Provide coverage during overflow hours.

Compliance Duties:

• Monitor interpreters in the C.A.S.T (credential abuse security team) Watchlist, providing feedback of your findings helping to keep records accurate and up to date.
• Monitor Newly Qualified Interpreters, and other specified groups of interpreters to ensure they meet our quality standards, comply with our policies and to ensure improvement after feedback was provided.

Support Duties:

• Provide quality control monitoring of our telephonic interpreter pool.
• Complete and Upload monitoring scoresheets in full and on time.
• Provide support for sales demonstrations in both OPI and VRI service offerings when required and participate in new customer pilots to ensure excellent connection times and interpretation quality.

To Be Successful You Will Have

• Highly skilled in interpretation or call center experience.
• At least 2 years of experience in interpretation, translation, or call center.
• Near-native fluency in English and Spanish languages and highly skilled in the cultural dynamics (cultural implication and idiomatic expression) of both languages.
• Must obtain a passing score (70%) on the Lionbridge Spanish-English assessment and completion of all required online training courses.
• Excellent listening, retention, and note-taking skills to maintain a high level of accuracy.
• Superior customer service skills and professional demeanor.
• Work well across different departments since the most important part of this role is monitoring support.
• Computer literacy including ability to use the Microsoft Office suite.
• Candidate should be able to learn new technology at an accelerated pace.
•  High-speed internet (20mbps download and at least 5mbps upload speed)
• Familiarity with AI tools.