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Development Associate/Trainer

4 months ago

Glastonbury, United States Interpreters and Translators, Inc. Full time $50,000
Development Associate/Trainer

Title: Development Associate/TrainerReports to: Manager Interpreting Department Department: Interpreting Grade: Trainer  Location: Glastonbury, CT. USA 

Position Overview:Reporting to the Manager of Interpreting Department, the Development Associate/Trainer is responsible for ensuring quality and customer satisfaction of both clients and Interpreters. Be responsible for obtaining timely feedback and provide mentoring and coaching to enhance experience for all. Act as an advisor to the Manager of Interpreting Department and provide ongoing feedback and developing appropriate training programs for interpreters. Models and acts in accordance with iTi’s mission, vision and core values.  

The following key accountabilities ensure the critical success of this position: 
  • 40% Develop, grow and maintain relationships with government, community-based organizations (non-profit and for-profit alike) to advocate for professional interpreter opportunities.  
  • Partner with various community and government organizations to help promote the abundance of job opportunities in the language services industry for their bilingual clients. 
  • Present and showcase the role of a professional interpreter and what their day looks like for the organization's clients. 
  • Working with partners, coordinate language proficiency assessments to identify good candidates to become interpreters.  
  • Assist our community organizations workforce development initiatives and training opportunities for various community-based organizations clients. 
  • 40% Ensure proactive coaching and mentoring of Interpreters to enhance client and interpreter satisfaction.  
  • Responsible for maintaining a highly qualified pool of interpreters that includes calling clients and interpreters to track and gather performance and enhance performance. This includes gathering positive performance and development opportunities. 
  • Review and provide feedback on the results of our NPS survey process (Voice of Interpreter) to gather and enhance interpreter and customer experience.  
  • Plan and attend ghost sessions to obtain first hand performance and experiences information. 
  • Be the resident expert for all interpretation related customer complaints, contributing to the Quality Management System (QMS). 
  • Act as a change agent to help create and drive a market-driven and customer focused culture of interpreter behaviors.  
  • Responsible for providing instant feedback, coaching and on-the-spot training to interpreters’ and guiding them to obtain appropriate training and certifications as the situation demands.  
  • Ensure that every assignment results in a world class encounter. 
  • Provide timely positive feedback as appropriate for a job well done. 
  • 20% Coordinate and ensure that all Interpreter related training programs are offered in a timely manner to improve interpreters’ performance and client satisfaction.  
  • Spearhead the development, communication and implementation of effective, customized training programs to develop interpreters’ skills.  
  • Monitor and gather intelligence of competitor interpreters’ performance and vendor satisfaction to benchmark against iTi performance. 
  • Develop or coordinate appropriate training modules and curriculum to ensure iTi interpreters are the best in the industry.  
  • Coordinate or lead orientation and other training session as required. 
  • Be the go-to person for iTi related training curriculum and offerings communicating with all internal/external stakeholders. 
  • In collaboration with management team, represent the company at various industry events to understand the current trends in training and development of interpreters’. 
  • Working closely with experts and industry specialists, coordinate design and development of cutting edge training materials and methods. 

Education: Associate Degree / Bachelor’s degree in communications/marketing or business. 

Languages: Fluent in written and spoken English. Bilingual preferred. 

Professional Qualifications and Experience: 
  • Progressive interpreter experience, preferably (3-6 years). 
  • Supervisory/leadership experience developing and managing training programs (2-3 years). 
  • Customer service and voice of the customer experience (1-3 years). 
  • Formal Coaching skills (preferable 1-2 years).   

Required Knowledge, Skills and Abilities: 
  • Ability to communicate clearly and concisely, both orally and in writing.
  • Excellent Planning and organizational skills.
  • Ability to develop effective relationships with diverse group of people.
  • Quick learner and effective mentor/coach.
  • Proficiency in Microsoft Office including; Word, Excel, PowerPoint and Outlook. 
  • Able to see projects/training programs from inception to execution with limited oversight. 
  • Excellent verbal and written communication skills.
  • Self-starter with a strong desire to excel and make a difference in others.

ITI is an equal opportunity employer.  All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis.