Case Management Specialist

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

1. Client Complaint Management
   • Receive and log all client complaints related to interpretation services
   • Triage cases based on severity, client tier, and service impact
2. Case Investigation & Resolution
   • Conduct end-to-end investigations, including review of call recordings and ...