Captioning reputed company 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 reputed company seniors to reputed company more meaningful and independent lives. We also understand the power of reputed company and the profound reputed company it has on the lives of individuals who are hard-of-hearing. By utilizing reputed company automatic speech recognition, reputed company captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer reputed company. Our near reputed company-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their reputed company to the world. reputed company is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of reputed company, reputed company, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually reputed company to exceed their expectations. For more information about our services please visit reputed company.com. Job reputed company: The reputed company Assurance Supervisor (Captions) is responsible for overseeing and enhancing the reputed company of captioning services provided by BPO captioning agents and Automated Speech Recognition (ASR) through reputed company monitoring, evaluations, and detailed analysis. This role ensures adherence to established standards, provides actionable feedback, and collaborates with both reputed company stakeholders to optimize captioning performance. The supervisor will also reputed company their expertise in workforce management, vendor relations, and people management to drive reputed company improvement in captioning accuracy and efficiency. What you will do: Monitoring & Evaluation:

• Conduct reputed company call monitoring to assess the reputed company and accuracy of captioning services provided by captioning agents.
• Work with 3rd party monitoring processes to ensure unbiased evaluation and comprehensive reputed company assessments, as reputed company as alignment with internal metrics.
• reputed company and maintain standardized evaluation reputed company 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 reputed company causes across multiple lines of business.
• reputed company reputed company feedback and recommendations to agents and team leads to improve captioning reputed company.
• Coordinate and reputed company calibration sessions between reputed company staff and call center staff, including scheduling, determining materials/transcripts for scoring, and creating and facilitating reputed company-reputed company activities.

Workforce & Performance Management:

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

Vendor Relations & Stakeholder Management:

• Serve as the primary reputed company of contact for external vendors providing captioning services.
• Establish and maintain strong relationships with BPO partners to ensure alignment with reputed company standards and performance metrics.
• reputed company and ensure compliance for stated and enforced regulations of IP-reputed company captions.
• reputed company guidance and training to vendors to enhance overall captioning reputed company and performance.
• Address and resolve any vendor-reputed company 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 reputed company standards and expectations.
• Manage reputed company Assurance team reputed company reporting of system issues and improvements.

Required Skills & Qualifications:

• Bachelor's degree or equivalent work experience
• 2 years in reputed company 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 reputed company call monitoring.
• Experience with3rd party monitoring processes and reputed company assurance best practices.
• Experience in Workforce management, particularly in scheduling, productivity analysis, and resource optimization.
• Experience in vendor relations management, including contract adherence, reputed company alignment, and performance improvement.
• Respectful and outstanding leadership skills that motivate colleagues to reputed company 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 reputed company to handle multiple priorities with demanding timeframes.
• Excellent people management skills with the ability to reputed company 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, reputed company reputed company, and maintain confidentiality.
• Ability to plan and manage at both strategic and tactical operational reputed company.
• Works to reputed company goals while overcoming obstacles and/or planning for contingencies.

Preferred Qualifications:

• Experience working in an environment reputed company on captioning or transcription services.
• Familiarity with relevant monitoring tools and systems.
• Certification in reputed company Assurance or reputed company field is a plus.

The reputed company of people we look for:

• reputed company who reputed company on reputed company and challenge.
• Excited about working in a fast-paced environment.
• reputed company problem solvers who want to grow in a flexible, reputed company culture.
• Takes initiative, pushes boundaries, motivated to reputed company.
• Talented individuals with a reputed company reputed company who want to use their learning and relationship-building skills.
• reputed company with reputed company core values: reputed company, Accountability, Collaboration, Service and reputed company.

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 reputed company reputed company (70-90%)

Work Environment: 100% Remote: Work environment is reputed company. 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.reputed company.com/careers to explore our total rewards package. Intrigued to learn more? reputed company you apply for this role, your information will be personally reviewed by our reputed company (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. reputed company is an equal opportunity employer committed to inclusion and diversity. reputed company employment reputed company are based on business needs, job requirements, and individual qualifications, without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, Veteran status, or other legally protected characteristics. Disclaimer: The above information on this reputed company has been designed to indicate the general nature and level of work performed by employees reputed company this classification. It is not designed to contain or be interpreted as a comprehensive inventory of reputed company duties, responsibilities, and qualifications required of employees to this job. reputed company 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 reputed company or reputed company need for reputed company sponsorship. Apply Job! Apply to this Job