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 Quality Supervisor assists in the provision of consistent quality services through the monitoring of customer service and interpreter teams. They are responsible for the development, execution, and reinforcement of quality policies, procedures and standards. The Quality Analyst Supervisor is a leader in keeping all staff updated and informed on agent best practices and changes within the project. They must possess exceptional language, customer service and communication skills.

Position responsibilities:

Exhibit complete familiarity with all TransPerfect Connect policies and proceduresSupervision of Quality AnalystsMaintain and assist in improving quality by regularly monitoring agent performance and work with Team Supervisors to implement improvement plansAnalyze trends and identify areas in need of improvement through arranging and executing monitoring for such agents dailyMaintain all records of QA activities, to include QA identified issuesRegularly interacts with clients to report quality resultsMaintain effective working relations with members of training, quality, and various levels of managementContinuously assist with verifying that all QA are confident in all areas of their required job tasksResponsible for all daily administrative duties (e.g., timecard administration, payroll, etc.) as requiredAct professionally with regards to appearance, conduct and promptnessMaintain professional standards and ethical practices inherent to the positionParticipate in periodic self-evaluations, as well as quarterly center evaluation programs; conduct periodic evaluations of interpreters assignedPerform other duties as assigned

Qualifications:

Bachelor’s degree preferred or a minimum of 2 years’ interpretation operations experience; or equivalent combination of education and experienceMinimum of 2 years’ interpretation experience required; in Over the Phone Interpretation environment preferred.Previous supervisory experience preferredExcellent communication (written and verbal) skills in English and a foreign languageExceptional customer service and multitasking skills are a mustStrong organizational skills, sense of urgency, and attention to detail are essentialExperience in a call center environment preferredLeadership skills and ability to motivate and develop staffAbility to set, meet, and exceed targetsProficient in MS Office products: Word, Power Point, Excel

REQUIRED SKILLSAttention to detailFamiliarity with quality assurance best practicesExcellent communication, verbal, written and computer skillsGood people skillsStrong computer knowledge; proficient in MS Office products: Word, Power Point, ExcelAbility to identify issues and clearly / effectively communicate them to management and staffFast learnerComfortable using technology as a crucial assignment toolMust be able to meet deadlines

REQUIRED EXPERIENCE AND QUALIFICATIONSAssociate degree or equivalent work experience preferred