Location: Remote

Employment Type: Full-time

Purpose of Role:

The Content Development Specialist supports the design and delivery of training materials for interpreters and operators, ensuring content aligns with the organization's mission of delivering high-quality language access services. This role involves creating engaging, accurate, and accessible training resources, collaborating with subject matter experts, and tailoring content to enhance the skills and knowledge of agents.

Essential Responsibilities:

• Develop, edit, and revise interpreter and operator training materials, including synchronous and asynchronous modules such as manuals, reference guides, videos, and presentations.
• Collaborate with subject matter experts (SMEs), including service delivery, training, and quality assurance teams, to ensure training content is accurate, relevant, and engaging.
• Design content to enhance specific skill areas, including the use of remote interpreter technologies.
• Continuously improve training materials by incorporating feedback from learners and stakeholders, while identifying and developing new topics informed by quality monitoring data.
• Maintain and update the content library to ensure training materials remain current, consistent, and compliant with industry standards and organizational protocols.
• Optimize content for accessibility and adaptability across diverse learning styles and platforms.
• Upload and organize content, track engagement, and generate reports in Equiti’s Learning Management System (LMS).
• Assist with the creation of skills assessments and performance evaluation tools as part of training content.
• Stay informed about trends in interpreting, language access, and adult learning methodologies to improve training effectiveness.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities:

Minimum Requirements:

• 2+ years of experience in content development, instructional design, or a similar role.
• Familiarity with adult learning theories and best practices in instructional design.
• Strong writing and editing skills, with an emphasis on creating clear instructional and technical content.
• Well-versed in remote interpreting best practices, particularly in the healthcare field.
• Proficiency with e-learning development tools (e.g., Articulate, Camtasia, or Adobe Captivate).
• Experience with learning management systems (e.g., Moodle, Blackboard).
• Ability to translate complex concepts into easy-to-understand training materials.
• Strong organizational skills and attention to detail, with the ability to manage multiple projects and meet deadlines.
• Demonstrated ability to incorporate constructive feedback into work and continuously improve content quality and performance.
• Excellent communication skills and the ability to work collaboratively with diverse teams.

Preferred Qualifications:

• Professional experience as a remote interpreter strongly preferred.
• Higher education degree in a related field (e.g., education, communications, graphic design).
• Experience working in remote training environments or virtual classrooms.
• Proficiency in at least one other language besides English.

Key Attributes:

• Creative problem-solver with a passion for developing innovative training solutions.
• Detail-oriented with a commitment to accuracy and quality.
• Self-motivated and able to work independently in a remote environment.
• Adaptable to changing priorities and evolving organizational needs.

Please note that only resumes with proven experience will be considered.

Overview:

KonnectCX is seeking skilled and experienced OPI/VRI Interpreters to join our exceptional team. As an interpreter, you will play a crucial role in facilitating communication between individuals with limited English proficiency and service providers, ensuring accurate and professional interpretation. This is a remote position, open to candidates with a strong background in over-the-phone (OPI) or video remote interpreting (VRI).

Key Responsibilities:

• Provide accurate, professional, and culturally appropriate interpretation services over the phone or via video.
• Handle a variety of subject matters, including medical, legal, and customer service scenarios.
• Maintain confidentiality and adhere to ethical standards in all interpretation sessions.
• Manage interpretation sessions effectively, ensuring clear communication and understanding between all parties.
• Stay updated on industry terminology and best practices to provide high-quality interpretation.
• Document sessions as required, maintaining clear and organized records.

Requirements:

• Minimum of 6 months of professional experience as an OPI/VRI Interpreter.
• Fluency in English and Spanish, with a strong command of grammar and vocabulary in both.
• Own a reliable computer with a stable internet connection to handle remote interpreting sessions.
• Familiarity with interpretation protocols, ethics, and confidentiality standards.

Additional Skills:

• Strong listening, communication, and memory-retention skills.
• Ability to work in a fast-paced environment and manage multiple tasks effectively.
• Proficiency with interpretation platforms and virtual communication tools.
• Certification in interpretation (e.g., CCHI, RID, or equivalent) is a plus.

Join KonnectCX and contribute to our mission of bridging language barriers with professionalism and precision!

Location: Remote

Employment Type: Full-time

Purpose of Role:

The Interpreting Trainer is responsible for delivering engaging and effective training programs to interpreters, operators, and supporting training teams. This role ensures learners acquire the skills and knowledge necessary for high-quality service delivery. The Trainer acts as a key stakeholder and Subject Matter Expert (SME) to ensure consistent application of curriculum and training delivery expectations. Responsibilities include conducting and auditing synchronous training sessions, tracking compliance for asynchronous training courses, evaluating learner performance, and collaborating with the content development team to refine and update training materials.

Essential Responsibilities:

• Facilitate interactive training sessions for incoming and tenured interpreters and operators in both synchronous and asynchronous formats.
• Develop and deliver training content for public-facing interpreter training programs and continuing education offerings.
• Assess learner progress through evaluations, role-plays, and performance metrics to ensure training objectives are met.
• Provide one-on-one coaching to support learners in improving their interpreting, customer service, call handling, and training delivery skills, depending on the learner’s role.
• Collaborate with content development and stakeholder teams to ensure training materials are up-to-date, relevant, and aligned with current organizational practices.
• Customize training approaches to meet the diverse needs of learners, including addressing specific skill gaps identified through quality monitoring or feedback.
• Support onboarding programs for new hires by delivering foundational training and orientation, as well as training and approving new trainers to do so.
• Evaluate supporting trainers’ curriculum delivery on an ongoing basis to ensure alignment with current materials and policies.
• Maintain detailed records of training attendance, learner progress, and training graduation outcomes.
• Stay informed about industry standards, trends, and regulations to enhance the effectiveness of training programs.
• Incorporate accessibility best practices into training delivery to ensure inclusivity for all learner backgrounds.
• Provide feedback to the Training Manager and Quality Assurance team on trends observed during training sessions to inform continuous improvement efforts.
• Seek and maintain CEU accreditation for relevant training programs.
• Rate interpreter healthcare interpreting assessments as needed.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities:

Minimum Requirements:

• A strong commitment to the vital role of interpreters and language access as an essential right.
• Score of 3+ or higher on a recognized healthcare interpreting assessment (e.g., Spanish Healthcare Interpreting Assessment) or equivalent score on an approved language test for other languages (if applicable). Testing may be administered as part of the interview process if not already on file.
• Successful completion of a recognized interpreter training program (e.g., an 80-hour Basics of Interpreting Program or equivalent). Training documentation may be requested.
• Minimum of one year of experience as a professional healthcare interpreter with a proven track record of high-quality performance.
• Fluent in English and at least one other language (able to read, write, and speak both languages proficiently). Proficiency documentation may be requested.
• Ability to work independently and within a team to meet deadlines and goals.
• Strong organizational skills, including the ability to prioritize, plan work activities, manage time efficiently, and adapt to changing priorities while overseeing concurrent projects.
• Excellent attention to detail, with a focus on accuracy, thoroughness, and self-monitoring to ensure quality.
• Excellent oral and written communication skills.
• Proven ability to train, coach, and mentor individuals from diverse backgrounds and skill levels.
• Knowledge of adult learning principles.
• Forward-thinking and innovative approach to enhancing efficiencies in processes and workflows.
• Proficiency in service delivery and training platforms/formats (e.g., Microsoft Office Suite, Zoom, H5P, Articulate), as well as readiness to learn new technologies and tools.

Preferred Qualifications:

• Certification from the Certification Commission for Healthcare Interpreters (CCHI) or the National Board of Certification for Medical Interpreters (NBCMI) is a significant advantage.
• Licensed trainer in The Community Interpreter International® or equivalent credential in other nationally recognized interpreter training curricula.
• Knowledge of instructional design best practices is a plus.

Key Attributes:

• Passionate about education and training, with a focus on empowering learners to achieve excellence.
• Adaptable and creative, with the ability to tailor training approaches to diverse learning styles and needs.
• Collaborative and communicative, with strong interpersonal skills to build relationships with learners and stakeholders.
• Detail-oriented and organized, with a commitment to delivering high-quality training programs.

Job Summary:

We are seeking a highly skilled Operations Manager to oversee and optimize the day-to-day operations of our OPI/VRI interpreting services. This role is ideal for a leader with a strong BPO/Call Center background, exceptional operational management skills, and a passion for driving performance in a fast-paced environment. While experience in interpreting services is a plus.

Key Responsibilities:

✅ Operational Leadership: Oversee the daily operations of the OPI/VRI contact center, ensuring efficiency, productivity, and high-quality service delivery.

✅ Performance Management: Monitor KPIs (e.g., ASA, AHT, SL, QA scores, interpreter utilization, customer satisfaction) and implement improvement strategies.

✅ Team Management: Lead, mentor, and develop supervisors, team leads, and frontline agents to meet performance and engagement goals.

✅ Process Optimization: Identify and implement process improvements to enhance operational efficiency and interpreter productivity.

✅ Client & Stakeholder Management: Collaborate with clients, internal departments, and leadership to align operations with business objectives.

✅ Workforce Planning: Ensure proper staffing, scheduling, and forecasting to meet demand while maintaining cost efficiency.

✅ Compliance & Quality Assurance: Ensure adherence to company policies, industry standards, and regulatory requirements in OPI/VRI services.

✅ Technology & Tools Management: Work with IT and support teams to leverage call center platforms, workforce management tools, and AI-driven solutions.

Requirements:

✔ 5+ years of experience in BPO/Call Center operations management (OPI/VRI experience is a plus).

✔ Proven ability to manage large teams in a high-volume environment.

✔ Strong understanding of contact center metrics, workforce management, and process optimization.

✔ Excellent leadership, problem-solving, and communication skills.

✔ Experience working with remote teams, QA processes, and customer experience strategies.

✔ Ability to adapt to fast-changing operational demands and client requirements.

✔ Proficiency in CRM, WFM, and reporting tools.

Location: Remote

Employment Type: Full-time

Job Description:

The Quality Assurance Specialist is responsible for conducting quality assurance monitoring and related functions to ensure consistent, high-caliber service delivery and improve agent/interpreter performance. This role acts as a key stakeholder and Subject Matter Expert (SME) to ensure the consistent application of quality and training expectations across the organization.

Essential Responsibilities:

• Monitor interpreter and/or operator performance during live video and audio sessions.
• Score monitored interactions using the organization’s proprietary QA process to objectively assess performance trends, identify areas of opportunity, and inform training content development/updates.
• Serve as a Subject Matter Expert (SME) in areas related to interpreting skills, agent call flows, and organizational processes/protocols.
• Maintain thorough documentation in all work areas.
• Provide objective, timely feedback and coaching to interpreters, operators, or their respective QA/training teams.
• Track performance trends at macro and micro levels and escalate concerns to leadership as needed.
• Regularly calibrate with QA teams to ensure alignment and reliability in all QA data.
• Rate interpreter healthcare interpreting assessments as needed.
• Meet quality assurance productivity and performance goals.
• Foster a culture of continuous improvement with industry best practices at the center of quality and training processes.
• Assist with curating, developing, and reviewing training materials for agents.
• Assist with investigating and resolving customer concerns.
• Assist with monthly quality and training reporting and auditing.
• Complete agent performance reports as needed for quality investigations.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities:

Minimum Requirements:

• A strong commitment to the vital role of interpreters and language access as an essential right.
• Score of 3+ or higher on a recognized healthcare interpreting assessment or equivalent score on an approved language test for other languages (if applicable). Testing may be administered as part of the interview process if not already on file.
• Successful completion of a recognized interpreter training program (e.g., 80-hour Basics of Interpreting Program or equivalent). Training documentation may be requested.
• Minimum of two years’ experience as a professional interpreter, with at least one year in healthcare interpreting.
• Fluent in English and at least one other language (able to read, write, and speak both languages proficiently). Proficiency documentation may be requested.
• Proven track record of high-quality healthcare interpretation.
• Ability to work independently and within a team to meet deadlines and goals.
• Strong organizational skills, including the ability to prioritize, plan work activities, manage time efficiently, and adapt to changing priorities while overseeing concurrent projects.
• Excellent attention to detail, with a focus on accuracy, thoroughness, and self-monitoring to ensure quality.
• Excellent oral and written communication skills.
• Robust critical thinking skills and the ability to intuitively determine the best approach when working with people.
• Proven ability to train, coach, and mentor individuals from diverse backgrounds and skill levels.
• Proficiency in service delivery platforms, Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), and a readiness to learn new technologies and tools.
• Basic math skills required.

Preferred Qualifications:

• Higher education degree strongly preferred, with a focus in a field that enhances contributions to the team (e.g., graphic design, linguistics, translation, interpretation, or healthcare).
• Certification from the Certification Commission for Healthcare Interpreters (CCHI) or the National Board of Certification for Medical Interpreters (NBCMI) is a significant advantage.
• Experience in interpreter QA or training is a plus.
• Remote interpreting operations experience is a plus.
• Experience with diverse varieties of English and other working languages is advantageous, as this role requires openness to linguistic variation.
• Previous experience with Learning Management Systems (LMS) is a plus.

Key Attributes:

• Detail-oriented with a commitment to accuracy and quality.
• Self-motivated and able to work independently in a remote environment.
• Adaptable to changing priorities and evolving organizational needs.
• Strong interpersonal skills with the ability to provide constructive feedback and foster a positive learning environment.

Job Summary:

We are looking for a Team Lead to oversee daily operations, coach interpreters, and drive performance in our contact center. Experience managing OPI/VRI accounts is highly preferred. The ideal candidate is a strong leader with a Languages Services background, excellent communication skills, and a focus on quality and efficiency.

Key Responsibilities:

✅ Supervise and support a team of OPI/VRI interpreters to meet performance goals

✅ Monitor KPIs (AHT, SL, QA, interpreter productivity, customer satisfaction) and implement improvement strategies

✅ Provide coaching, feedback, and performance evaluations to enhance agent development

✅ Ensure compliance with quality, security, and client requirements

✅ Collaborate with Operations Managers, QA, and Workforce Management to optimize efficiency

✅ Handle escalations and real-time problem-solving

Requirements:

✔ 2+ years of experience in a BPO/Call Center leadership role (OPI/VRI experience preferred)

✔ Strong knowledge of contact center operations, metrics, and team coaching

✔ Excellent communication and problem-solving skills

✔ Experience using WFM, CRM, and reporting tools

✔ Ability to work in a fast-paced, high-volume environment

Job Description:

The Recruiter will be responsible for sourcing, screening, and hiring qualified candidates to meet organizational staffing needs. This role involves building strong relationships with hiring managers and candidates to ensure a positive recruitment experience.

Key Responsibilities:

• Source and attract candidates through job boards, social media, and other platforms.
• Screen resumes and conduct initial interviews to assess candidate suitability.
• Coordinate and schedule interviews with hiring managers.
• Maintain and update the applicant tracking system (ATS) with candidate information.
• Build and maintain talent pipelines for future hiring needs.
• Collaborate with hiring managers to define job requirements and candidate profiles.
• Ensure a positive candidate experience throughout the hiring process.
• Stay up-to-date with recruitment trends and best practices.

Requirements:

• High School Diploma.
• 1+ year of experience in recruitment or talent acquisition.
• Strong communication and interpersonal skills.
• Proficiency with applicant tracking systems (ATS) and Microsoft Office Suite.
• Ability to multitask and work in a fast-paced environment.
• Knowledge of sourcing techniques and social media recruitment.
• Familiarity with labor laws and hiring processes is a plus.

Job Responsibilities:

1. Develop accurate short-term and long-term forecasts for call volume, handle time, and staffing requirements.

2. Utilize NICE IEX and other tools to analyze historical trends and generate data-driven forecasting insights.

3. Consolidate and transform data from multiple sources into Excel for advanced forecasting and workforce planning.

4. Present forecasting reports and recommendations to leadership, highlighting trends, risks, and optimization opportunities.

5. Continuously refine forecasting models to improve accuracy and adapt to evolving business needs.

Job Qualifications:

1. Strong knowledge of NICE IEX, with hands-on experience using the latest version for forecasting and workforce planning.

2. Experience in Workforce Management, specifically in forecasting, capacity planning, and staffing analysis.

          a) Should have experience using different time series approach, ARIMA, Exponential Smoothing, ETC

          b) Knows how to calculate and work with Erlang Models

3. Proficiency in various forecasting approaches, including time-series analysis, regression models, and other predictive analytics techniques.

4. Advanced Excel skills, with the ability to manipulate large datasets and integrate information from multiple sources.

5. Excellent presentation and communication skills, with the ability to deliver data-driven insights to leadership and key stakeholders.

Location: Remote

Employment Type: Full-time

Job Responsibilities:

• Manage and oversee scheduling operations to ensure adequate staffing coverage while optimizing workforce efficiency.
• Utilize NICE IEX to build, maintain, and adjust employee schedules in alignment with business needs and service level targets.
• Analyze historical scheduling trends and performance metrics to develop strategies for improved workforce utilization.
• Work closely with operations and workforce forecasting teams to align scheduling strategies with business goals.
• Provide recommendations for shift structures, schedule rotations, and workforce allocation to enhance efficiency and employee engagement.

Job Qualifications:

1. Proficiency in NICE IEX, with hands-on experience using the latest version for scheduling and workforce planning.
2. Knowledge about creating schedules through patterns, Uploading shrinkage, schedule bids and Webstation
3. Experience in creating, linking Enterprise Group, Call Type to Management Unit
4. How to troubleshoot errors when scheduling simulation failed
5. At least 2 years of leadership experience in Workforce Management, overseeing scheduling operations in a contact center or similar environment.
6. Strong ability to manipulate and analyze data in Excel, integrating multiple data sources to optimize scheduling efficiency.
7. Experience in managing scheduling processes, ensuring optimized staffing coverage to meet operational demands and service level targets.
8. Excellent communication and presentation skills, capable of effectively coordinating with leadership and operations teams regarding scheduling plans.

Job Responsibilities:

1. Utilize NICE IEX to create and maintain schedules, ensuring adequate staffing coverage to meet service level goals.

2. Adjust schedules as needed based on business demands, employee availability, and operational requirements.

3. Analyze historical scheduling trends and operational data to recommend shift structures and staffing adjustments.

4. Work closely with the Workforce Scheduling Manager and operations teams to ensure alignment between scheduling strategies and business objectives.

5. Generate and maintain scheduling reports, providing insights on efficiency, shrinkage, and compliance with workforce plans.

Job Qualifications:

1. Proficiency in NICE IEX, with experience using the latest version for scheduling and workforce planning.

2. Previous experience in Workforce Management, specifically in scheduling and staff planning.

3. Strong Excel skills, with the ability to analyze and manipulate workforce data from various sources.

4. Detail-oriented mindset, capable of identifying and resolving scheduling discrepancies efficiently.

5. Good communication skills, able to collaborate with workforce leadership and operations teams to optimize scheduling solutions.