Quality Assurance 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 ResponsibilitiesCall Monitoring and EvaluationMonitor 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 & CoachingDeliver 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 & AnalyticsGenerate 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 AdvocacyPromote a culture of excellence, compliance, and continuous improvement.Set quality expectations for interpreters and motivate them through recognition and transparency.Meetings & CommunicationParticipate 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 & FlexibilityProvide backup coverage for other QA team members and divisions during vacations, projects, or volume surges.Required QualificationsMinimum:• 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 (Spanish/English)• Familiarity with HIPAA, interpreter codes of ethics, and national standards• Familiarity with HIPAA, interpreter codes of ethics, and national standardsPreferred 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 standardsKey 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