Manager of Quality & Continuous Improvement

Manager of Quality & Continuous Improvement

The Role: The Person Who Makes Better Better

As our Manager of Quality & Continuous Improvement, you'll help build and lead the systems that ensure every part of our service delivery meets a high standard, from scheduling and customer interactions to onsite, over-the-phone, and video remote interpretation.

You'll be part investigator, part coach, part data detective, and part process architect. When something goes wrong, you'll help us understand why. When you spot a pattern, you'll turn it into an opportunity. And when we find a better way to serve our clients, interpreters, and patients, you'll help make that better way scalable.

This is a highly cross-functional role for someone who believes quality isn't about finding fault. It's about finding opportunities to improve.
Position Summary

The Manager of Quality & Continuous Improvement provides strategic leadership for Linguava's enterprise-wide Quality Assurance Program across Scheduling, Onsite Interpretation, Over-the-Phone Interpretation (OPI), and Video Remote Interpretation (VRI).

You'll oversee quality monitoring, service issue investigations, quality analytics, calibration, corrective actions, and continuous improvement initiatives. You'll partner closely with Operations, Client Experience, Training, Interpreter Relations, Vendor Relations, and executive leadership to identify root causes, improve processes, strengthen performance, and create exceptional experiences.

You'll also lead and develop the Quality Assurance team and help build scalable quality systems that can grow with Linguava.

At the center of the role is one simple idea: Pursuit of Progress means always looking for a better way to serve.
What You'll Do
Build & Lead Our Quality Program

• Lead the design, implementation, and continuous improvement of Linguava's enterprise-wide Quality Assurance Program.
• Establish quality standards, scorecards, audit methodologies, sampling plans, and performance benchmarks across service delivery channels.
• Ensure quality standards align with organizational goals, client expectations, interpreter standards of practice, healthcare best practices, and applicable requirements.
• Build scalable quality programs that support Linguava's continued growth.
• Develop and maintain quality policies, procedures, audit tools, and scoring guidelines.
• Promote a culture of continuous improvement and Above & Beyond Customer Service.
• Lead, coach, mentor, and develop the Quality Assurance team.

Investigate, Understand & Improve

• Own the service issue investigation process from intake through resolution.
• Ensure client service issues, complaints, interpreter concerns, and quality events are investigated thoroughly, consistently, and objectively.
• Dig beyond the immediate issue to identify root causes and systemic opportunities.
• Partner with department leaders to develop and implement corrective and preventive actions (CAPAs).
• Monitor corrective actions to ensure they are effective and sustainable.
• Develop standardized investigation procedures, documentation requirements, and service recovery practices.
• Provide leadership with clear summaries and trend reporting on service issues, complaints, and corrective actions.

Champion Interpreter Quality

• Oversee quality monitoring for employee interpreters, independent contractors, and vendor partner interpreters across onsite, OPI, and VRI services.
• Evaluate interpreter performance against recognized healthcare interpreter standards of practice, including:
  • Accuracy and completeness
  • Professionalism
  • Confidentiality
  • Impartiality
  • Cultural responsiveness
  • Ethical decision-making
  • Effective communication
• Conduct live monitoring, onsite observations when applicable, and quality audits.
• Partner with Interpreter Relations and Training to develop coaching plans, continuing education recommendations, and corrective actions.
• Help ensure quality expectations are clear, consistent, and supportive of interpreter development.

Improve Scheduling Quality & Customer Experience

• Develop and oversee quality monitoring for scheduling staff and remote service coordinators.
• Evaluate scheduling accuracy, customer interactions, documentation, communication, professionalism, and adherence to established workflows.
• Identify process gaps that affect client satisfaction, fulfillment, or operational efficiency.
• Recommend workflow improvements that improve both quality and customer experience.
• Help create consistency across the many interactions that happen before an interpreter ever joins a patient encounter.

Turn Data Into Action

• Develop executive dashboards and quality reporting that provide meaningful operational insight.
• Analyze quality trends, complaint patterns, root causes, and emerging risks.
• Establish and monitor KPIs across scheduling and interpretation services.
• Present recurring quality reports and recommendations to executive leadership.
• Measure the effectiveness of quality improvement initiatives and training programs.
• Translate complex data into clear recommendations that leaders and teams can act on.

Monitor What Matters

Quality metrics may include:

• Overall QA Scores
• Scheduling Quality Scores
• Interpreter Quality Scores
• Customer Service Quality
• Client Complaint Rate
• Root Cause Trends
• Quality Error Rates
• Scheduling Accuracy
• First Contact Resolution
• Call Quality
• Remote Session Connection Quality
• Escalation Trends
• Vendor Quality Performance
• Corrective Action Completion Rates

Turn Quality Findings Into Better Training

• Identify recurring quality trends and partner with operational leaders to develop targeted training initiatives.
• Recommend process improvements that reduce quality defects and improve the client experience.
• Measure training effectiveness through ongoing quality monitoring.
• Use quality data to identify where teams need additional support, coaching, clarity, or resources.
• Promote a data-driven culture of operational excellence.

Partner With Our Vendors

• Establish clear quality expectations and performance standards for vendor partners.
• Lead routine calibration sessions with internal teams and vendor partners to ensure consistency.
• Review vendor quality results and identify opportunities for improvement.
• Participate in vendor performance reviews and recommend quality-related actions.
• Build collaborative relationships while maintaining clear accountability for quality standards.

Build the Systems Behind Quality

• Evaluate, recommend, and help implement a Quality Assurance ticketing and case management system.
• Establish governance for quality documentation, investigations, audit findings, and corrective action tracking.
• Maintain consistent documentation and scoring practices across quality activities.
• Ensure the integrity and consistency of quality data.
• Identify opportunities to use technology and AI-enabled analytics to uncover trends and operational insights.

Who You Are

The Quality Detective
You're naturally curious. When something goes wrong, you want to know why, not just what happened. You're skilled at asking thoughtful questions, connecting the dots, and finding the root cause.

The Continuous Improver
"Because that's how we've always done it" isn't your favorite answer. You're always looking for ways to make a process clearer, simpler, more consistent, or more effective.

The Data Translator
You're comfortable with data and dashboards, but your real strength is turning numbers into a story and that story into action.

The Fair & Objective Investigator
You can navigate sensitive situations with sound judgment, discretion, and neutrality. You approach investigations with curiosity and consistency while keeping the people involved and the facts at the center.

The Coach
You know quality improvement isn't just about measuring performance. It's about helping people understand expectations, develop their skills, and succeed.

The Cross-Functional Connector
You'll work with nearly every part of Linguava. You know how to build relationships, influence without always having direct authority, and bring people together around a common goal.

The Systems Thinker
You see the bigger picture. You understand how a scheduling workflow, interpreter experience, client interaction, training program, or vendor process can affect the entire customer experience.

The Calm Problem Solver
You can handle a difficult complaint, a complicated investigation, or an unexpected quality issue without losing perspective. You bring structure, professionalism, and a focus on solutions.
Required Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, Communications, Organizational Leadership, or a related field. An equivalent combination of education and experience may be considered.
• 5+ years of progressive experience in quality assurance, quality management, operational excellence, customer experience, or a related field.
• 3+ years leading quality assurance programs, quality investigations, or continuous improvement initiatives.
• Experience developing quality standards, scorecards, auditing methodologies, and performance measurement programs.
• Experience conducting root cause analysis and investigations and implementing corrective and preventive actions.
• Experience developing executive-level dashboards, quality reports, and performance metrics.
• Experience facilitating calibration sessions and delivering coaching based on quality findings.
• Demonstrated ability to partner cross-functionally to improve operational processes and customer outcomes.
• Exceptional analytical, critical thinking, investigative, and problem-solving skills.
• Strong written and verbal communication skills.
• Strong leadership, coaching, relationship-building, and project management skills.
• Sound judgment, professionalism, discretion, and commitment to confidentiality.

Preferred Qualifications

• Experience in healthcare language services, medical interpretation, healthcare operations, contact center operations, or another service-based environment.
• Experience overseeing quality across multiple service delivery channels, including onsite, remote, or field operations.
• Familiarity with NCIHC National Standards of Practice, IMIA Standards of Practice, interpreter ethics, and healthcare language access best practices.
• Experience managing vendor quality programs and third-party service providers.
• Experience selecting, implementing, or administering quality management, ticketing, or case management systems.
• Knowledge of Customer Experience (CX), Voice of the Customer (VoC), and service recovery practices.
• Experience facilitating quality calibration sessions and performance review meetings.
• Knowledge of quality management systems, audit methodologies, and regulatory compliance.

Technical Skills

You'll be successful in this role if you're comfortable working with:

• Power BI, Tableau, or similar business intelligence and reporting platforms
• CRM, ticketing, or case management systems such as Zendesk, Freshservice, Salesforce, HubSpot, or similar platforms
• Contact center platforms, call recording, and quality monitoring software
• Workforce management and scheduling systems
• Video conferencing and remote communication platforms
• AI-enabled reporting and analytics tools

Compensation & Benefits

Salary Range: $75,000 - $90,000 annually, depending on experience, qualifications, and internal equity.

This position is also eligible for a 7% bonus.

Linguava offers a comprehensive benefits package including:

• Company-paid employee medical, dental, and vision coverage
• Company-paid life, AD&D, and long-term disability insurance
• Paid time off
• Paid holidays and floating holiday
• Volunteer Time Off (VTO)
• 401(k) with company match
• Professional development opportunities
• A mission-driven workplace where your work directly contributes to better healthcare access

How You'll Embody Our Values

People First
You understand that quality ultimately impacts people. Patients, interpreters, clients, and teammates all experience the results of the systems we build.

Doing the Right Thing
You approach investigations objectively, protect confidentiality, and hold quality standards with integrity.

Pursuit of Progress
This is your north star. You continually look for opportunities to learn, improve, test, and make Linguava better.

Above & Beyond Service
You understand that quality is more than a score. It's about creating exceptional experiences for clients, interpreters, and the people we ultimately serve.

Have Each Other's Back
You partner across teams, coach rather than criticize, and help create solutions that make everyone more successful.
Work Environment & Schedule

• Full-time, exempt position
• Based in the Portland metro area
• Hybrid work environment with regular onsite work at the Portland office