Quality Guidelines and Checklist

Your VerbalizeIt Reputation Score

Average Quality

- Average of quality score on last five calls

- The most important factor in your reputation

Average Speed

- Average of speed of completion on last five calls

Attitude

- Overall assessment of your engagement and attitude at VerbalizeIt

+ +

Recall that Quality of Interpretations are the most important

component of your reputation score:

Interpretation Represents Original Spoken Words Accurately and Entirely:

Interpreter must:

– Speak in the first person when interpreting to enhance direct communication.

– Allow time for the consumer to speak the full message

– Speak Clearly

– Interpret the message completely and accurately in both language directions

– Refrain from interjecting personal opinions/feelings into the dialogue

– Not engage in side conversations.

Definition of Interpretation Quality

1

2

3

4

VerbalizeIt evaluates all interpretations, interpreters and

reviewers on 9 measures of interpretation quality.

Accordingly, interpreters are accountable for ensuring that all interpretations meet

the following criteria:

5

6

Interpreters Follow General Best Practices: Interpreter must:

– Always answer in a quiet place

– Start each call with “Thank you for calling VerbalizeIt, this is [Name], how can I help you?”

– Be professional, courteous and friendly

– Confirm with the client that all parties are able to hear them if they are unsure.

End each call with, “Thank you for calling VerbalizeIt”

4

5

6

7

8

Definition of Quality (contd.)

9

4 star represents STRONG work- only minor

improvements needed to ensure interpretation best

practices. CALL ACCEPTED WITH ROOM FOR

IMPROVEMENT

Quality @ VerbalizeIt

1 star is MINIMAL: Several major mistakes throughout the call. Lack of ability to properly

interpret due to proficiency in English and/or target language, failure to follow any of the best

practices. Misuse of words are reflected and result in inaccurate/incomplete interpretation.

TASK FAILED

VerbalizeIt evaluates and grades all tasks completed on the VerbalizeIt platform from 1-5

stars, based on pre-defined measures of quality.

5 star is deemed STANDARD.

Submitted with no changes/ feedback.

CALL IS APPROVED AS IS

3 star is ACCEPTABLE - Call was useful, but has several minor

mistakes. Failure to use some of the best practices. Inability to

answer basic questions from the client pertaining to VerbalizeIt.

CALL ACCEPTED BUT IMPROVEMENT IS REQUIRED

2 star is DEFICIENT: Call is somewhat useful, but a lot of minor and major

errors are made. Customer was unable to obtain the guidance they were

looking for. CALLFAILED