QA Specialist

TransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards. The QA Specialist is responsible for monitoring, evaluating, and documenting the performance of over-the-phone interpreters to ensure the consistent delivery of high-quality, professional interpretation services. This role plays a key part in maintaining service excellence by providing constructive feedback, supporting interpreter development, and ensuring compliance with company and client standards. Key Responsibilities: Monitor and evaluate interpretation calls for accuracy, completeness, tone, protocol adherence, and customer service. Complete 1h of call interpretation each week. Use standardized evaluation tools to assess interpreter performance and identify opportunities for improvement. Track performance trends and maintain accurate documentation of evaluations. Collaborate with the Training and Operations teams to support continuous improvement efforts. Participate in calibration sessions to ensure consistency and alignment in scoring. Assist with investigations into quality-related complaints or incidents. Escalate quality concerns and support action plans as needed. Stay up to date on industry best practices, Spanish-language nuances, and interpretation protocols. Qualifications Required: Full professional fluency in both English and ONE of the following languages: Mandarin, Cantonese, Vietnamese, Tagalog, Korean, Japanese. Minimum of 6 months of experience in over-the-phone interpretation. In-depth knowledge of TPC interpreter ethics and industry standards. Excellent analytical listening, documentation, and written communication skills. Ability to provide feedback in a professional and supportive manner. Ability to work independently and managing time effectively. Comfortable working with QA platforms, call logs, and performance dashboards Qualifications Preferred: Prior experience in a QA, coaching, or call monitoring role. Required work tools to work from home Employees working from home are required to have a quiet, private space to work, free of distractions and interruptions such as pets, construction noise, television, etc. Functioning Webcam TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law