The Quality Assurance Case Manager is responsible for managing, investigating, and resolving client complaints related to interpretation services. This role plays a key part in ensuring service quality and client satisfaction by conducting thorough case reviews, collaborating with internal departments, and maintaining compliance with industry standards. The Case Manager is responsible for conducting investigations related to quality concerns, coordinating with interpreters and internal teams as needed, and providing findings, resolutions, and recommended actions for client communication and follow-up. Key Responsibilities Client Complaint Management Receive and log all client complaints related to interpretation services Triage cases based on severity, client tier, and service impact Case Investigation & Resolution Conduct end-to-end investigations, including review of call recordings and interpreter profiles Collaborate with internal teams to gather relevant data Document findings in a clear, professional manner following internal SOPs Prepare and send timely responses back to clients with resolution summaries and corrective actions Quality Assurance & Compliance Apply LSP quality standards and QA scorecards when reviewing incidents Identify patterns or repeat quality issues for proactive intervention Participate in regular QA calibrations and cross‑functional reviews Support efforts to ensure interpreter performance meets contractual and compliance obligations Reporting & Documentation Maintain accurate records of all complaints, investigations, and outcomes Contribute to monthly and quarterly reporting on complaint trends and resolution timelines Escalate high‑risk or recurring issues Cross‑Functional Support Partner with internal teams to provide feedback for ongoing performance improvement Assist in updating SOPs and QA policies based on evolving trends or client expectations Required Qualifications High school diploma required; associate or bachelor's degree preferred 2+ years of experience in Interpretation (Healthcare, Legal, Customer Service, Social and/or Financial) 2+ years of experience in Quality Assurance, Case Management, or Client Services (LSP or healthcare industry preferred) Strong written and verbal communication skills Experience in handling sensitive information and client‑facing communication Ability to maintain professionalism under pressure Strong interpersonal skills and ability to collaborate across departments Strong analytical and investigative skills Excellent written and verbal communication High attention to detail and organization Ability to manage multiple cases and deadlines effectively Proficiency in Microsoft Office (Excel, Outlook, Word) and ticketing/CRM systems Knowledge of interpreter services, medical/legal terminology, and compliance standards (e.g., NCIHC, HIPAA, etc.) #J-18808-Ljbffr