Interpreting Quality Assurance Analyst- EnglishSpanish

Company: BIG Language SolutionsLocation: Remote (PST Time Zone Alignment)
Job SummaryThe QA Analyst monitors, evaluates, and supports the continuous improvement of interpreter performance across all service channels (OPI and VRI). Utilizing a combination of AI QA tools, silent monitoring, test calls, and interaction reviews, this role serves as the frontline quality engine of the QA Monitoring team. You will be responsible for meeting daily evaluation goals, delivering structured coaching, and ensuring high standards of accuracy and compliance.Shift Windows (PST)We are currently seeking candidates for the following shifts (2 openings per window):Peak: 6:00 AM – 3:00 PMMid: 3:00 PM – 6:00 PMNight: 11:00 PM – 7:00 AM
Key ResponsibilitiesMonitoring & Evaluation: Score interpreter performance against universal QA rubrics using AI tools, silent monitoring, and test calls. Identify compliance gaps related to HIPAA and interpreter ethics.Production Goals: Maintain a consistent output of 100–110 evaluations per week, ensuring 100% of the assigned portfolio is completed monthly.Documentation: Maintain audit-ready, specific, and detailed notes for every evaluation within the QA platform.Coaching: Deliver actionable, rubric-referenced written feedback to interpreters and supervisors to drive performance improvements.Calibration: Participate in weekly internal calibration sessions to ensure scoring consistency and rubric accuracy.Required QualificationsMinimum:High School Diploma or equivalent.Bilingual fluency (English and target language).2+ years in Interpretation Quality Assurance OR 4+ years of experience as a VRI/OPI interpreter.Deep familiarity with HIPAA, interpreter codes of ethics, and national standards.Excellent written and verbal communication skills.Preferred:Associate’s Degree or higher.Prior experience with AI QA tools or contact center quality systems.Key CompetenciesAnalytical Thinking: Precision in scoring and documentation.Self-Discipline: Ability to manage high-volume tasks in a remote environment.Communication: Mastery of written English for professional feedback.