Captioning Quality Assurance Supervisor (100% Remote)

Who we are:

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.

For more information about our services please visit clearcaptions.com.

Job Summary:

The Quality Assurance Supervisor (Captions) is responsible for overseeing and enhancing the quality of captioning services provided by BPO captioning agents and Automated Speech Recognition (ASR) through direct monitoring, evaluations, and detailed analysis. This role ensures adherence to established standards, provides actionable feedback, and collaborates with both internal and external stakeholders to optimize captioning performance. The supervisor will also leverage their expertise in workforce management, vendor relations, and people management to drive continuous improvement in captioning accuracy and efficiency.

What you will do:

Monitoring & Evaluation:
• Conduct direct call monitoring to assess the quality and accuracy of captioning services provided by captioning agents.
• Work with 3rd party monitoring processes to ensure unbiased evaluation and comprehensive quality assessments, as well as alignment with internal metrics.
• Develop and maintain standardized evaluation criteria and processes to ensure consistency and accuracy in assessments.
• Regularly review and analyze monitoring data to identify trends, gaps, and areas for improvement.
• Analyze customer satisfaction data and recommend solutions to root causes across multiple lines of business.
• Provide structured feedback and recommendations to agents and team leads to improve captioning quality.
• Coordinate and lead calibration sessions between ClearCaptions staff and call center staff, including scheduling, determining materials/transcripts for scoring, and creating and facilitating Quality-focused activities.

Workforce & Performance Management:
• Collaborate with workforce management teams to ensure optimal scheduling and productivity of captioning agents.
• Analyze agent performance metrics and suggest improvements to enhance productivity and service quality.
• Develop and implement strategies to manage agent performance and resolve performance-related issues effectively.
• Compare and evaluate Automated Speech Recognition (ASR) with Agent provided captions to ensure consistency, and determine strengths and weaknesses of each approach
• Compare and evaluate different automated approaches to captions, report on the variations in treatment, and provide recommendations on preferred methods of treatment.

Vendor Relations & Stakeholder Management:
• Serve as the primary point of contact for external vendors providing captioning services.
• Establish and maintain strong relationships with BPO partners to ensure alignment with quality standards and performance metrics.
• Oversee and ensure compliance for stated and enforced regulations of IP-CTS captions.
• Provide guidance and training to vendors to enhance overall captioning quality and performance.
• Address and resolve any vendor-related issues promptly to maintain consistent service delivery.

Reporting & Documentation:
• Prepare and present detailed reports on monitoring results, trends, and actionable insights to senior leadership.
• Maintain accurate and up-to-date records of monitoring activities, evaluations, and feedback.
• Participate in regular calibration sessions with stakeholders to ensure alignment on quality standards and expectations.
• Manage Quality Assurance team related reporting of system issues and improvements.

Required Skills & Qualifications:
• Bachelor's degree or equivalent work experience
• 2 years in direct management or supervision of captioning or transcription teams or managing or supervision of customer service agents
• Experience in monitoring and evaluating BPO captioning services, including direct call monitoring.
• Experience with3rd party monitoring processes and quality assurance best practices.
• Experience in Workforce management, particularly in scheduling, productivity analysis, and resource optimization.
• Experience in vendor relations management, including contract adherence, quality alignment, and performance improvement.
• Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Excellent people management skills with the ability to provide constructive feedback and drive performance improvements.
• Proficient in reporting tools, data analysis, and presentation of findings to stakeholders.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Ability to plan and manage at both strategic and tactical operational levels.
• Works to achieve goals while overcoming obstacles and/or planning for contingencies.

Preferred Qualifications:
• Experience working in an environment focused on captioning or transcription services.
• Familiarity with relevant monitoring tools and systems.
• Certification in Quality Assurance or related field is a plus.

The kind of people we look for:
• Versatile people who thrive on variety and challenge.
• Excited about working in a fast-paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Talented individuals with a growth mindset who want to use their learning and relationship-building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.

Physical Demands:

Employees may experience the following physical demands for extended periods of time:
• Sitting, standing and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)

Work Environment:

100% Remote: Work environment is at home.

Compensation:

$59,000 to $72,000/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.

Intrigued to learn more?

When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us with feedback if we think there could be a fit and what next steps look like.

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.

ClearCaptions is an Equal Opportunity Employer.

CC does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.

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