Quality Investigator

Department: Quality Assurance

Summary:

The Quality Assurance Department is an independent, neutral branch whose goals are simple: look out for TransPerfect and TransPerfect’s clients’ best interests and promote and improve quality.

The Quality Investigator is a vital role in ensuring client satisfaction and retention. The successful candidate will investigate Corrective Action Forms and client complaints, identify the root cause of the issue, ensure the issues are corrected, and develop preventive actions to ensure the issue does not happen again. A Quality Investigator must be a change agent that will foster a quality-driven culture, promote innovative practices that ensure quality and success, and integrate quality practices and accountability into all activities.

• Investigate Corrective Action Forms to identify root cause and effective corrective and preventive actions, liaising directly with linguists and TransPerfect employees
• Decide appropriate corrective/preventive measures for vendors and employees based on performance metrics and previous issues
• Work with the Department Managers of a specific vertical to help improve the quality of work coming from their department
• Actively maintain colleagues’ awareness of QA processes, policies, procedures and knowledge by acting as a resource
• Assist Data Investigators with tracking and reporting on company-wide quality metrics

• Ability to maintain and update vast amount of data accurately
• Excellent English communication (written and verbal) skills
• Superior organizational and multi-tasking skills in order to meet commitments and deadlines
• Strong MS Office/computer skills
• Minimum Bachelor’s degree or its equivalent

Desired Skills:

• Fluency in a foreign language
• Experience in ISO 9001