Manager of Quality & Continuous Improvement

Linguava • Portland, OR

1d • Hybrid

About The Position

At Linguava, quality is not a final checkpoint but a continuous process of improvement. As the Manager of Quality & Continuous Improvement, you will be instrumental in building and leading systems that ensure all aspects of service delivery, including scheduling, customer interactions, and interpretation services (onsite, over-the-phone, and video remote), meet high standards. This role requires a blend of investigative skills, coaching abilities, data analysis, and process architecture. You will be responsible for understanding the root causes of issues, identifying opportunities for improvement from observed patterns, and scaling better service delivery methods for clients, interpreters, and patients. The core belief is that quality is about finding opportunities to improve, not just faults. This is a highly cross-functional role focused on continuous improvement.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• Own the service issue investigation process from intake through resolution, ensuring thorough, consistent, and objective investigations of client service issues, complaints, interpreter concerns, and quality events.
• Identify root causes and systemic opportunities beyond immediate issues.
• Partner with department leaders to develop and implement corrective and preventive actions (CAPAs) and monitor their effectiveness.
• Develop standardized investigation procedures, documentation requirements, and service recovery practices.
• Provide clear summaries and trend reporting on service issues, complaints, and corrective actions to leadership.
• Oversee quality monitoring for employee interpreters, independent contractors, and vendor partner interpreters across onsite, OPI, and VRI services, evaluating performance against healthcare interpreter standards of practice.
• Conduct live monitoring, onsite observations, and quality audits.
• Partner with Interpreter Relations and Training to develop coaching plans, continuing education recommendations, and corrective actions.
• Develop and oversee quality monitoring for scheduling staff and remote service coordinators, evaluating accuracy, customer interactions, documentation, communication, professionalism, and adherence to workflows.
• Identify process gaps affecting client satisfaction, fulfillment, or operational efficiency and recommend workflow improvements.
• 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.
• 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.
• 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.
• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager