Warranty Claims and Quality Control Specialist

Warranty Claims & Quality Control Specialist

The Warranty Claims & Quality Control Specialist, reporting to the Talent Operations Manager, is responsible for providing critical administrative and analytical support to ensure the highest standards across all Hanna Interpreting Services. This dynamic role acts as the organizational backbone for our dispute resolution process for on-site assignments (Warranty Claims), while proactively analyzing client feedback and data for our virtual assignments (Quality Control). You will ensure the smooth flow of information, empowering fair claim resolutions and driving continuous improvement in our OPI (Over Phone Interpreting) and VRI (Video Remote Interpreting) services.

Duties and Responsibilities

• Hybrid Claim & Data Workflow: Manage the end-to-end workflow for on-site service disputes within our CRM, ensuring cases are accurately logged and thoroughly investigated while adhering to our SLAs. Additionally, aggregate and document daily ratings and survey data for virtual (OPI/VRI) assignments.
• Quality Trend Analysis (Virtual Focus): Assist the QC lead in reviewing 1-star and 2-star OPI/VRI calls. Identify and document trends related to client dissatisfaction, helping the team implement preventative strategies to reduce low-rated outcomes.
• Intake and Coordination (On-Site Focus): Act as a primary point of contact for receiving and logging incoming on-site quality claims. Coordinate with internal Scheduling and Accounting teams to gather necessary service details, verify information, and assist with resolution actions.
• Compliant Communication: Communicate professionally with clients and independent linguists to request missing information or clarify details. Ensure all communications regarding service issues are aligned with Hanna's Independent Linguist Quality and Performance Procedure.
• Documentation and Reporting: Conduct initial reviews of claims and low-rating alerts to ensure all required information is present. Log issues accurately into Informational, Contractual Review, or Critical categories. Assist the team by running routine reports on claim volume, OPI/VRI rating averages, and resolution times.