Lead Linguist

KACE Company•San Diego, CA

About The Position

The Lead Linguist, also described as the HSTF Team Lead, manages the daily operations and technical supervision of a team of linguists assigned to company language contracts. The role is the primary point of contact for linguists on operational inquiries and for technical issues or concerns at client-assigned offices. The Lead Linguist may also perform linguist duties at assigned offices as needed. The position requires experience with summaries, transcription, translation, and quality control in HSTF operations. When not assigned as an HSTF Team Lead, the employee may be assigned to a project as a T&T Team Lead or Linguist. The role oversees timely, accurate, on-budget work that meets customer and quality requirements; implements company and client policies and procedures; coordinates employee orientation and training; monitors productivity and quality; and reports and escalates operational, scheduling, performance, and staffing concerns. The Lead Linguist also supports transcription projects during downtime and may travel to client sites and remote offices. The position is scheduled Monday through Friday for 40 hours per week, is non-exempt and eligible for overtime, and pays $31.73 per hour. The listed locations are Tucson, Arizona; Los Angeles, California; Phoenix, Arizona; Chicago, Illinois; Rancho Cordova, California; San Diego, California; El Paso, Texas; New York, New York; Newark, New Jersey; Boston, Massachusetts; and McAllen, Texas. Public Trust eligibility is required or must be obtainable.

Requirements

Bachelor’s degree or active progress toward a bachelor’s degree and three years of professional-setting experience; or an associate degree and five years of professional-setting experience; or a high school diploma and seven years of professional-setting experience.
Bilingual in Spanish and English.
Score 90% or higher on all APOLLO assessments.
English and Spanish proficiency at or above Level 3 in listening, speaking, reading, and writing.
Experience working with a remote manager.
Knowledge of tracking and managing quality-control compliance.
Ability to obtain and maintain Public Trust eligibility and obtain a law enforcement sensitive clearance.
Strong computer skills, including Microsoft Office Suite.
Strong communication and interpersonal skills to interact effectively with company departments, employees, and clients.
Ability to teach technical procedures to a team of linguists.
Ability to identify and escalate issues to the Site Supervisor in a timely and effective manner.
Commitment to outstanding customer service.
Ability to prioritize, manage time effectively, meet stringent deadlines, balance multiple tasks, and work in a team environment.
Ability to translate or transcribe 18–22 minutes of recorded conversation in an eight-hour day while performing linguist duties.
Typing speed of 55 WPM.
Ability to travel to client sites and various remote offices.
Must be a U.S. citizen or permanent resident.
Must have lived in the United States for three of the past five years.
Must successfully complete a background investigation and drug screening; a favorable credit check may apply.

Nice To Haves

One year of experience in a management role in a related industry or one year of experience supporting Title III projects.

Responsibilities

Oversee and execute daily operations to ensure work is completed on schedule, within budget, and to specified quality standards.
Serve as the primary point of contact for linguists regarding operational inquiries, escalating other concerns to the Associate Program Manager, Field Supervisor, and Operations Supervisor.
Act as the primary client technical point of contact at assigned offices and perform linguist duties there when necessary.
Implement company and client policies and procedures and communicate policy changes to the team.
Conduct new-hire orientation.
Coordinate technical training for new and existing employees and completion of required training through KACE’s learning management system.
Implement quality-control and standard operating procedures, monitor each linguist’s summaries, transcriptions, and translations, produce weekly reports, and maintain productivity records.
Provide feedback based on Level 2 and Level 3 inspections and conduct refresher training for employees who do not meet company standards.
Distribute schedules and escalate schedule-change requests to the Associate Program Manager, Field Supervisor, and Operations Supervisor.
Collaborate and coordinate employee debriefing meetings with the client.
Identify performance or behavioral issues and policy violations, make minor corrections, and escalate more complex matters to the Operations Supervisor.
Verify time, attendance, and time records for final approval by the Associate Program Manager.
Verify expense reports, if any, for final approval by the Operations Supervisor.
Ensure employees enter the appropriate project code in the company’s system.
Deliver projects accurately and on time according to customer requirements.
Collect and deliver Slang dictionary updates to the Associate Program Manager, Field Supervisor, and Operations Supervisor for incorporation into the Master Slang Dictionary.
Identify work surges and coordinate with the Associate Program Manager and Operations Supervisor when overtime or additional personnel may be needed.
Support transcription projects during downtime.
When not assigned as an HSTF Team Lead, work on a project as a T&T Team Lead or Linguist.
Perform related duties within the employee’s scope of practice.