Primary Purpose:
This position is responsible for ensuring quality in language interpretation of incoming and outgoing calls and written materials translation by Call Center Interpreters in RSC Africa from refugee applicants in the USRAP under the guidance of the Call Center Specialist, in accordance with the USRAP Guidelines, RSC Africa SOPs and Call Center Quality assurance guidelines in the key languages of our refugee populations.
Essential Duties:
Achieves and maintains high performance standard based on a thorough knowledge of and adherence to established RSC Africa, CWS/IRP, DOS/PRM, USCIS, and UNHCR policies and procedures regarding current refugee processing eligibility criteria, database, and file management guidelines, the role of US Resettlement Agencies and refugee producing country conditions.
Oversee a high level of interpretation and translation language skill and ability for both inbound and outbound calls by the Call Center Interpreters according to conventions of established interpretation protocol.
Assist Call Center Specialist in call interpretation monitoring for Call Center Interpreters, to ensure quality assurance and providing feedback on how to improve interpretation on calls and ensure applicant / beneficiary service satisfaction.
Assist Call Center Specialist in written material translation monitoring for Call Center Interpreters, to ensure quality assurance and providing feedback on how to improve translation on written material and ensure applicant / beneficiary service satisfaction.
Confirm and ascertain clear and exact translations of written materials, and interpretations of verbal communication from English to at least one of the following target languages: Somali, Congolese Kiswahili, Kinyarwanda, Kinyabwisha, Dinka, Massalit, Kinyamulenge, Kibembe, Tigrinya by the Call Center Interpreters.
Handling calls that are escalated from Call Center Interpreters to ensure the matter is handled exhaustively and well.
Assist Call Center Specialist with the development of interpretation Call Center scripts based on various case/call scenarios.
Play a key role and provide input to Call Center Interpreters/Specialist on call quality and how to improve time for calls with interpretations.
Assist with outbound calls which require interpretation based on the dashboard queue and reason for call back.
Performs all Call Center Interpreters duties during call surges/traffic or when experiencing shortage of Call Center Interpreter staff.
Takes a lead role in interpretation and translation related projects within the Call Center as assigned by Call Center Supervisor, Manger and Specialist including daily workflow planning, providing direction, identifying reporting parameters, setting timelines and completing quality control checks on the project.
Assist Call Center Specialist to confirm that Call Center Interpreters have appropriate rights/access to essential folders and databases to facilitate their work.
Assess the daily interpretation and translation Call Center unit reports and recommends work plans, pipeline reviews and clean-ups.
Takes the lead role in the creation of interpretation and translation daily work plans in the absence of the Specialist or as delegated.
Assists in the development of Call Center Interpreters’ onboarding and training procedures and modules as well as assisting in their implementation as required.
Assist the Call Center Specialist with hiring of other minor language contract interpreters for outbound calls.
Assist Call Center Specialist with the training of CWS RSC Africa contract interpreters on tips and guides for effective call interpretation.
Completion of daily activity logs and other documentation.
Performs additional duties and special assignments as needed to facilitate the efficient operation of the Call Center at RSC Africa.
Qualifications:
Experience:
Four (4) years of paid work experience is required.
Experience working with Interpreters is required.
Written and verbal knowledge of at least one of the following main RSC Africa processing languages required. (Somali, Congolese Kiswahili, Kinyarwanda, Kinyabwisha, Dinka, Massalit, Kinyamulenge, Kibembe, Tigrinya).
Two (2) years’ experience as an Interpreter preferred.
One (1) year USRAP case processing experience is preferred.
Call Center work experience and knowledge preferred.
Previous supervisory experience preferred.
Skills:
Demonstrated ability to provide accurate and real time interpretation. Excellent bilingual communication skills, both verbal and written.
Proficient with use of office equipment.
Outstanding listening, retention and note-taking skills.
Proficient enunciation and pronunciation skills, and pleasant, professional voice.
Proficient understanding of cultural sensitivity, and ability to collaborate with people from diverse cultural backgrounds.
Demonstrated computer skills for Microsoft Word, Excel, PowerPoint, and Internet.
Education & Certifications:
Bachelor’s Degree is required, or 4 years of work experience in lieu of a bachelors degree.
Valid certificate of accredited interpreting training, or training in interpretation services preferred.
Abilities:
Manage large and diverse workload under pressure with competing priorities.
Maintain the integrity of official records;
Analyse and solve complex problems and make sound decisions;
Work with minimal supervision
Maintain a high performance standard with attention to detail;
Work independently and contribute to overall operations of RSC Africa;
Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).
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