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As a Transcription Operations Associate in the Americas region, you will enable the delivery of a high-quality transcription service at scale. This involves proactively managing the production queue to ensure transcripts meet our quality standards and industry-leading turnaround time, resolving workflow issues promptly, and addressing queries from our Client Service Teams. You will also oversee a community of top-tier contractors, ensuring they not only meet but exceed KPIs for exceptional service delivery, contractor productivity and engagement.
Job Responsibility:
Production Oversight: Managing transcription orders, prioritizing unclaimed tasks, and addressing queries and capacity gaps for efficient production. You will be responsible for ensuring that we are meeting industry-leading turnaround time, quality, and cost-efficiency at scale
Issue Resolution: Independently addressing issues that affect transcription service delivery, while leveraging internal teams for troubleshooting as required
Contractor Management: Building and overseeing a skilled contractor team in your region. You will be responsible for your unit KPIs, ensuring a productive and engaged contractor community, while also collaborating with our Transcription Quality Assurance team to improve quality metrics
Requirements:
Bachelor’s degree, with strong academic credentials in any field and noteworthy extracurricular leadership
No prior work experience is needed. However, relevant internships and other evidence of interest / experience working in operations in a service or business context, are desirable
Track record of strong academic performance (minimum GPA of 3.5)
Fluency in written and spoken English is essential
Nice to have:
Output-focused
Meticulous attention to detail
Self-starter
What we offer:
17 vacation days
10 company holidays
an end of year break between Christmas Day and New Year’s Day
Competitive medical, dental, and vision insurance
401(k) match – 4% of your total compensation matched dollar-for-dollar
Prime midtown office with state-of-the-art amenities
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