Captioning Quality Assurance Supervisor (100% Remote)

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<div style="margin: 0px; padding: 0px; user-select: text; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; overflow: visible; cursor: text; clear: both; position: relative; direction: ltr; font-family: 'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif; font-size: 12px; background-color: rgb(255, 255, 255);">
<p style="margin: 0px; padding: 0px; user-select: text; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; overflow-wrap: break-word; white-space-collapse: preserve; vertical-align: baseline; font-kerning: none; background-color: transparent; color: windowtext;">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 enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world. 
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Job Summary: 
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The Quality Assurance Supervisor (Captions) is responsible for overseeing and enhancing the quality of captioning services provided by BPO captioning agents and Automated Speech Recognition (ASR) through direct monitoring, evaluations, and detailed analysis. This role ensures adherence to established standards, provides actionable feedback, and collaborates with both internal and external stakeholders to optimize captioning performance. The supervisor will also leverage their expertise in workforce management, vendor relations, and people management to drive continuous improvement in captioning accuracy and efficiency. 
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What you will do: 
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Monitoring & Evaluation: 
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<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Conduct direct call monitoring to assess the quality and accuracy of captioning services provided by captioning agents. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Work with 3rd party monitoring processes to ensure unbiased evaluation and comprehensive quality assessments, as well as alignment with internal metrics. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Develop and maintain standardized evaluation criteria and processes to ensure consistency and accuracy in assessments. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Regularly review and analyze monitoring data to identify trends, gaps, and areas for improvement. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Analyze customer satisfaction data and recommend solutions to root causes across multiple lines of business. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Provide structured feedback and recommendations to agents and team leads to improve captioning quality. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Coordinate and lead calibration sessions between ClearCaptions staff and call center staff, including scheduling, determining materials/transcripts for scoring, and creating and facilitating Quality-focused activities. </li>
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Workforce & Performance Management: 
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<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Collaborate with workforce management teams to ensure optimal scheduling and productivity of captioning agents. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Analyze agent performance metrics and suggest improvements to enhance productivity and service quality. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Develop and implement strategies to manage agent performance and resolve performance-related issues effectively. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Compare and evaluate Automated Speech Recognition (ASR) with Agent provided captions to ensure consistency, and determine strengths and weaknesses of each approach </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Compare and evaluate different automated approaches to captions, report on the variations in treatment, and provide recommendations on preferred methods of treatment. </li>
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Vendor Relations & Stakeholder Management: 
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<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Serve as the primary point of contact for external vendors providing captioning services. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Establish and maintain strong relationships with BPO partners to ensure alignment with quality standards and performance metrics. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Oversee and ensure compliance for stated and enforced regulations of IP-CTS captions. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Provide guidance and training to vendors to enhance overall captioning quality and performance. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Address and resolve any vendor-related issues promptly to maintain consistent service delivery. </li>
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Reporting & Documentation: 
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<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Prepare and present detailed reports on monitoring results, trends, and actionable insights to senior leadership. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Maintain accurate and up-to-date records of monitoring activities, evaluations, and feedback. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Participate in regular calibration sessions with stakeholders to ensure alignment on quality standards and expectations. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Manage Quality Assurance team related reporting of system issues and improvements. </li>
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Required Skills & Qualifications: 
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<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Bachelor's degree or equivalent work experience  </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">2 years in direct management or supervision of captioning or transcription teams or managing or supervision of customer service agents </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Experience in monitoring and evaluating BPO captioning services, including direct call monitoring. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Experience with3rd party monitoring processes and quality assurance best practices. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Experience in Workforce management, particularly in scheduling, productivity analysis, and resource optimization. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Experience in vendor relations management, including contract adherence, quality alignment, and performance improvement. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Excellent verbal and written communication skills, presentation, and problem-solving skills. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Excellent people management skills with the ability to provide constructive feedback and drive performance improvements. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Proficient in reporting tools, data analysis, and presentation of findings to stakeholders. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams) </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Ability to plan and manage at both strategic and tactical operational levels. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Works to achieve goals while overcoming obstacles and/or planning for contingencies. </li>
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Preferred Qualifications: 
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<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Experience working in an environment focused on captioning or transcription services. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Familiarity with relevant monitoring tools and systems. </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Certification in Quality Assurance or related field is a plus. </li>
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The kind of people we look for:
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<li style="font-family: 'times new roman', times; font-size: 12pt;">Versatile people who thrive on variety and challenge.</li>
<li style="font-family: 'times new roman', times; font-size: 12pt;">Excited about working in a fast-paced environment.</li>
<li style="font-family: 'times new roman', times; font-size: 12pt;">Innate problem solvers who want to grow in a flexible, collaborative culture.</li>
<li style="font-family: 'times new roman', times; font-size: 12pt;">Takes initiative, pushes boundaries, motivated to innovate.</li>
<li style="font-family: 'times new roman', times; font-size: 12pt;">Talented individuals with a growth mindset who want to use their learning and relationship-building skills.</li>
<li style="font-family: 'times new roman', times; font-size: 12pt;">Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.</li>
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<p style="margin: 0.266667px 0 5.33333px; padding: 0; user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgba(15, 71, 97, 1); text-align: left;">Physical Demands:   
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Employees may experience the following physical demands for extended periods of time:    
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<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Sitting, standing and walking (95-100%)     </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Keyboarding (70-90%)     </li>
<li style="user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgb(0, 0, 0); text-align: left; font-family: 'times new roman', times; font-size: 12pt;">Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)   </li>
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<p style="margin: 0.0666666px 0 5.33333px; padding: 0; user-select: text; overflow-wrap: break-word; white-space: pre-wrap; vertical-align: baseline; font-kerning: none; color: rgba(15, 71, 97, 1); text-align: left;">Work Environment:  
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100% Remote: Work environment is at home.  
 
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<p style="margin: 0px; color: rgb(0, 0, 0); font-family: arial; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"> 
<p style="margin: 0px; color: rgb(0, 0, 0); font-family: arial; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="white-space: pre-wrap; border: 0px; font-variant: inherit; font-weight: inherit; font-stretch: inherit; line-height: inherit; margin: 0px; padding: 0px; vertical-align: baseline; color: windowtext;"> $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 <a rel="noopener" href="https://www.clearcaptions.com/careers" target="_blank">www.clearcaptions.com/careers</a> to explore our total rewards package.    <span style="white-space: pre-wrap; margin: 0px; padding: 0px; user-select: text; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; font-weight: bold; background-color: rgb(255, 255, 255); line-height: 19.425px; font-variant-ligatures: none;">Intrigued to learn more?<span style="white-space: pre-wrap; margin: 0px; padding: 0px; user-select: text; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; font-weight: bold; background-color: rgb(255, 255, 255); line-height: 19.425px;">  
<p style="margin: 0px; color: rgb(0, 0, 0); font-family: arial; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"> 
<p style="margin: 0px; color: rgb(0, 0, 0); font-family: arial; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="white-space: pre-wrap; margin: 0px; padding: 0px; user-select: text; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; font-weight: bold; background-color: rgb(255, 255, 255); line-height: 19.425px;"><span style="white-space: pre-wrap; margin: 0px; padding: 0px; user-select: text; -webkit-user-drag: none; -webkit-tap-highlight-color: transparent; font-weight: 400; line-height: 20.7px; font-variant-ligatures: none;">When you apply for this role, your information will be personally reviewed by our talent acquisition team (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.  ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.    
<p style="margin: 0px; color: rgb(0, 0, 0); font-family: arial; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"> Disclaimer:
<p style="margin: 0px; color: rgb(0, 0, 0); font-family: arial; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.
 
<p style="margin: 0px; color: rgb(0, 0, 0); font-family: arial; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">ClearCaptions 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 current or future need for Visa sponsorship.
 
 
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Captioning Quality Assurance Supervisor (100% Remote)

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