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QA Monitor/Interpreter

Waltham, Massachusetts, United States

QA Monitor/Interpreter

  • Waltham, Massachusetts, United States
Quality Assurance Call Monitor/Over the Phone Interpreter

Location: United States-Over the Phone Interpretation Business Unit

Summary: This position is in the OPI (Over-the-Phone Interpretation) Quality Assurance Department for a QA Call Monitor/Over the Phone Interpreter.

The OPI Quality Assurance Department is responsible for ensuring that Lionbridge provides high quality interpreters and maintains contract compliance to our clients through interpreter training and evaluation, and resolution of quality-related complaints and client issues. This position reports directly to the QA Monitor Lead/Linguist.

In this role, the QA Monitor/Interpreter will split their time between monitoring interpretation calls and providing over the phone interpretation support as an interpreter. We envision anyone in this role will spend approximately 70% of their time monitoring calls and attending to those related duties, and approximately 30% of the time handling their own interpretation calls.

Once the QA Call Monitor completes training, they will primarily work from home. If the candidate is located near a Lionbridge office, they may be required to go into the office 1-2 days week, however, this is dependent on local office policy. The necessary equipment includes glossaries or dictionaries, a dedicated landline or VOIP number, a headset/telephone, computer, and highspeed internet with the ability to hard wire into a modem (download speed of at least 10 MB and upload speed of at least 5 MB). Candidates must also be able to report to the office to finish their shift in the event of a power/internet outage that makes it difficult to work from home.

This position will need to support U.S. business hours, Monday-Friday from 9a.m.-6p.m. EST and/or 10a.m.-7p.m. EST.

Responsibilities:

  • Live-monitor Lionbridge OPI calls, observe and evaluate interpreter quality, meet all established benchmarks for number of calls/interpreters monitored.
  • Interpret Lionbridge OPI calls for 2-3 hours per day to keep skills sharp and provide insight on client needs
  • Complete all monitoring scoresheets and submit adhering to established deadlines.
  • Assist Sourcing Manager with uploading of completed monitoring scoresheets
  • Attend weekly/bi-weekly check ins with other call monitors
  • Assist the QA department with counselling of interpreters based on customer complaints, as needed.
  • Reach out to interpreters with intermediate scores on monitoring scoresheets and provide counseling and tips for best practices to improve their performance.
  • Note all counseling sessions and customer comments in the interpreter IMR as required.
  • Assist QA Monitor Lead/Linguist with identifying trends and proposing an appropriate course of action to address those trends.
  • Submit reports to QA Monitor Lead/Linguist or QA Manager as requested.
  • Assist with projects as directed by the QA Monitor Lead/Linguist, including creating new training content for other interpreters based on monitoring results.


Required Skills/Background:

  • Must possess excellent written and verbal communication skills.
  • Must be able to provide excellent customer service.
  • Must have excellent organization skills.
  • Must be able to adhere to deadlines and work under time constraints.
  • Must be able to work independently and with others as part of a team.
  • Must be fluent in Microsoft Excel, Word, PowerPoint, Outlook, and data entry.


Desired Skills/Background:
  • Interpreting background.
  • Fluency in a language other than English, preferably, Spanish.
  • 4-year college degree in the language/linguistic field, or equivalent work experience.

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Lionbridge embraces equal employment opportunity and a diverse workforce, making hiring and employment decisions based on individual merits and talent without regard to any protected status.

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