Lead remote interpreting services at Access Alliance in Toronto, using customer service leadership and digital platform expertise in-office. Guide Language Services operations and support language access for clients, providers, and community organizations.
Reporting to the Director, Language Access and Digital Strategy, the R.I.O. Team Lead supports a customer service team and freelance interpreter roster. This permanent, full-time position coordinates on-demand audio and video interpreting, quality monitoring, reporting, and operational improvements. The role also supports customer onboarding and escalations.
Key Responsibilities:

Coach staff and monitor customer service performance
Oversee web-based audio and video call distribution
Track complaints and interpreter performance issues
Prepare quality reports, dashboards, and meeting agendas
Coordinate platform operations with Finance, IT, and vendors
Requirements:

Undergraduate degree or equivalent education and experience
Three to five years frontline customer service experience
Experience with digital or remote service platforms
Advanced computer, web program, remote platform, and MS Office proficiency
Flexible hours and travel throughout Toronto as required
Bring team leadership, remote platform support, quality improvement, and customer service expertise to Access Alliance’s R.I.O. services.

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Remote Interpreting Services Team Lead