Remote interpreters spend their workdays helping people through intense, high-stakes moments, including patient care, crisis response, and urgent customer service issues. That means their quality has to be on point, every time.
Interpretation quality is too important to leave to chance. But that’s exactly what traditional quality assurance processes do.
Traditionally, even the most diligent interpretation vendors could only monitor a tiny sample of the calls their staff handled. Such a small percentage of coverage makes it hard to know how interpreters are really performing or to hold providers accountable when expectations aren’t met.
Until now. BIG Language Solutions has deployed an AI-powered QA system built specifically for the demands of real-time interpretation, combining sentiment analysis, automated call tagging, behavioral detection, and supervisor dashboards into one integrated workflow.
Here, we’ll show you exactly how our approach delivers the consistency and quality your organization depends on.
Broader Coverage and Smarter Sampling
Traditional quality assurance just can’t keep pace with the volume and urgency of over-the-phone and video remote interpretation. AI allows us to scale interpreter quality beyond what’s possible with manual review of a small, random sample of calls. It provides full visibility, which makes it much easier to know when or where issues are happening.
While reviewing more calls is a huge gain, it isn’t enough on its own. AI can help us review the right calls, the ones most likely to surface potential risk or training opportunities.
Our AI-powered QA system helps us do exactly that. It highlights calls based on real indicators like negative sentiment, complaint history, language, call length, and escalation. So, higher-risk or higher-impact calls receive focused attention. With this, our QA specialists also gain visibility into broader performance patterns across interpreter teams. Each call is also tagged with details like language, interpreter ID, and job type, which allows us to better sort and filter relevant interactions.
Sentiment analysis isn’t perfect, and further review may show that a particular call was flagged with negative sentiment even when the frustration is directed at a situation, like a hospital delay, not the interpreter.
When that happens, we fine-tune the model so it can better distinguish between environmental frustration and actual interpreter behavior. This improves the relevance of the reviews we prioritize and strengthens the quality of the insights we deliver.
Objective, Accurate, Actionable Insights
Once a call is selected for review, it needs to be evaluated in a consistent, objective way. That’s where our structured scoring process comes in.
We use customizable scorecards to assess interpreter interactions based on the behaviors that matter most to our clients.
We ask the right questions to look for specific behaviors, including:
- Using the correct greeting
- Showing empathy
- Minimizing background noise
- Following established protocols
Each question can be weighted, so higher-impact items contribute more to the overall score. This creates consistency in how performance is measured and helps our team focus on what’s most relevant to your service goals.
AI analysis also supports human reviewers by flagging specific behaviors within each interaction, like tone shifts or policy deviations, so they can focus on the moments that matter most. That means coaching that’s grounded in data and easier to act on.
Our process includes a speech-to-text transcription, which also creates a fast, searchable record of each interaction, helping reviewers validate what was said and locate key moments more efficiently.
Targeted Coaching for Interpreter Growth
Once a call is reviewed, the next step is turning that information into useful feedback. Our quality assurance system is designed not just to evaluate interpreter performance, but to support meaningful improvement.
Each evaluation generates specific, behavior-based feedback. Interpreters access this through their own dashboard that tracks performance over time and highlights areas for improvement. There’s no guesswork. Just clear, actionable guidance tied directly to what was heard in the call.
Coaching can be delivered one-on-one or shared with groups when standards or processes change. Interpreters acknowledge the feedback directly in the system, creating a clear record of engagement. Supervisors can see which coaching actions have been completed and where additional support may be needed.
This process keeps interpreter performance aligned with your expectations and builds consistency across every interaction.
And when an interpreter does not improve with coaching, our system makes it easier to spot that quickly so we can make the necessary staffing decisions to protect the quality of your service.
Real-Time Oversight for Supervisors
Better performance management begins with real-time visibility through customizable dashboards.
Supervisors can filter interpreter activity by language, interpreter, call type, or skill level to spot patterns, monitor volume, and track team performance. A heatmap view highlights behavioral patterns and performance issues, so it’s easy to focus coaching where it will have the most impact.
The system also includes an “Explore” module that lets supervisors search for specific interactions using keywords, topics, or sentiment. This makes it simple to investigate complaints, follow up on escalations, or identify recurring issues across a certain type of call.
Team leaders now have the tools to monitor service quality as it happens and act quickly when support is needed. In turn, with this level of insight, our teams can respond faster, support interpreters more effectively, and maintain consistent service standards across every interaction.
Search Smarter, with Industry-Specific Context
In the Explore module, we can also track topics tailored to your field. We can define keywords for specific categories, like oncology, insurance claims, or social services, and the platform uses an LLM to group related calls automatically. That means you can zero in on how interpreters are handling especially important or sensitive topics.
Full Transparency With InterpVault™ Integration
Interpretation is easier to manage with everything is centralized, so you can easily see what your program looks like as a whole. With InterpVault™, BIG’s interpretation management platform, you can track usage, see service activity, and access real-time reporting, right from your own dashboard.
Because InterpVault™ is integrated with our QA system, evaluation data doesn’t live in a silo. You can trace calls back to interpreter jobs, view associated feedback, and keep tabs on how quality is being measured and maintained. It’s the same visibility our internal teams use, shared with you.
Flexible Data Retention and Privacy Controls
Customers often have concerns about how using AI impacts the privacy of the sensitive data they are required by law to protect. Our AI-powered QA system is built to support both.
Call recordings and transcripts are stored in the analytics platform for 92 days, giving our teams time to review, analyze, and act. If your policy requires that calls not be recorded, that option is available too. In those cases, calls won’t be available in the analytics platform for analysis, but your preferences are always respected.
With built-in flexibility and compliance-focused controls, our QA process gives in-depth visibility without compromising your security.
A Smarter Way to Manage Quality at Scale
Our AI-powered quality assurance system was built to improve results for organizations that depend on high-quality interpretation at scale.
It expands the quantity our teams can review, highlights the calls that matter most, and turns insights directly into coaching and support. But more importantly, it makes QA proactive. Instead of waiting for issues to surface, we can spot patterns early, take action faster, and support interpreters before problems impact service.
That means performance is measured more consistently. Coaching is more targeted. And concerns are addressed before they escalate.
This approach gives you the visibility and accountability your program needs.
See what smarter QA could mean for your team. Connect with us to explore how AI-powered quality assurance helps you manage interpreter performance, call by call.
