Interpreter Operations

Our Story & Impact At CQ fluency, we believe language access is healthcare. For more than two decades, we've partnered with leading healthcare and life sciences organizations to make communication clear, culturally relevant, and compliant. We bring healthcare communications to life. We combine Cultural Intelligence (CQ) with advanced language technology and AI to enable understanding that drives outcomes — improving member experience, advancing health literacy, and strengthening trust between people and the systems that serve them. As a minority-owned strategic partner , CQ fluency delivers culturally relevant solutions that meet the highest standards of quality and compliance. Recognized on the Inc. 5000 Fastest-Growing Private Companies list consecutively for over a decade, we continue to redefine what's possible when innovation, empathy, and excellence intersect. The Opportunity We are seeking a strategic and detail-oriented Interpreter Operations & Quality Manager to lead performance oversight and operational excellence across our interpreter network. This role is responsible for managing onboarding, training, and quality assurance for both independent contractor (IC) interpreters and BPO partners. The ideal candidate will bring deep experience in OPI workflows, experience with U.S.-based clients, a strong understanding of compliance and CMS protocols, and a passion for building high-performing interpreter teams. This position is instrumental in shaping our approach to quality measurement and improvement. The manager will develop key performance indicators (KPIs), reporting metrics, and engagement strategies to ensure interpreter excellence and retention. While the role does not currently supervise internal staff, it may evolve to include direct reports as the team grows. In addition to internal quality oversight, this role will serve as a key point of contact for client-facing quality concerns. The manager will be responsible for investigating and resolving interpreter-related complaints, responding to quality inquiries, and ensuring client satisfaction through timely and professional communication. This position plays a critical role in maintaining compliance standards and readiness for CMS testing and audits. Your Impact Lead onboarding and training of new interpreters, ensuring full platform readiness and adherence to service standards. Monitor interpreter performance using call data, QA tools, and client feedback; identify trends and areas for improvement. Deliver coaching and performance feedback to interpreters and elevate issues as needed. Oversee daily operations and quality assurance of BPO partners, including adherence to SLAs and cost-effectiveness. Manage client-facing quality inquiries and complaints via our ticketing platform, ensuring timely resolution and clear communication. Investigate service failures or interpreter-related issues and provide root cause analysis and corrective actions. Collaborate with internal teams to prepare for CMS testing, secret shopping audits, and client-specific quality reviews. Develop and maintain documentation for interpreter onboarding, training, and quality protocols. Track and report performance metrics, interpreter utilization, and quality trends to leadership. Contribute to continuous improvement initiatives across interpreter operations and service delivery. Qualifications for Success 3+ years of experience in interpreter services, quality assurance, or operations management. Strong understanding of OPI workflows, interpreter performance metrics, and compliance standards (e.g., HIPAA, CMS). Fluent in English (written and spoken); additional languages a plus. Experience working with U.S.-based clients, especially in the healthcare sector. Experience with ticketing systems, interpreting platforms, and reporting dashboards. Excellent communication, coaching, and organizational skills. Ability to work independently and cross-functionally in a remote-first environment. Experience managing vendor relationships or BPO teams is highly desirable. Our People. Our Promise. At CQ fluency, we lead with understanding — it's both our mission and our mindset. We listen deeply, communicate clearly, and act with purpose to create solutions that truly improve lives. We build trust through transparency, integrity, and respect — earning the confidence of our clients, our partners, and each other. Every commitment we make is one we keep. And we show resilience in everything we do. We grow through change, meet challenges with curiosity, and transform complexity into opportunity. At CQ fluency, we don't just translate language — we translate understanding into action , bridging people, cultures, and healthcare systems so that communication becomes care. We believe that when people are understood, outcomes improve — for our clients, our members, and our team. #J-18808-Ljbffr