Transcription Services Manager

1 month ago

Vancouver, Canada VERITEXT LLC Full time

Veritext is the global leader in legal litigation and deposition solutions providing the most skilled court reporters, advanced technology and unparalleled service to help our clients achieve successful outcomes anytime and anywhere

**Position Overview**:The Transcription Manager is primarily responsible for managing the overall production of legal transcripts from reporter job submission to final transcript creation through directing service level compliance, workflow processes, and quality control mechanisms.

The Transcription Manager manages the reporter-related transcription team's adherence to standards and requirements and additionally oversees the quality and timeliness of job submissions by subcontracting partners. Accountability for high-quality transcription delivered on-time to clients is achieved through managing teams of Transcription Coordinators and Transcription QC Specialists, as well as working in close collaboration with parallel, up-stream and down-stream teams that manage quality development, performance management, and independent contractor support.

All responsibilities are to be met through managing performance expectations and results while fostering a heightened level of engagement and culture of learning and improvement.

**Behavioral Expectations**
- Veritext Employees are expected to exhibit the following behaviors in the performance of their role:_
- Work collaboratively with Veritext colleagues, exhibiting Veritext Values
- Ensure that all client (internal and external) communications are handled in a professional, timely and courteous manner
- Welcome new projects and ideas; continuously work to enhance job knowledge while bringing value to role
- Take ownership of your work; follow-thru until final resolution
- Uphold established quality and production standards throughout functionality and documentation.
- Ensure that SLA/production expectations are met to deliver product within turn around deadlines.
- Consistent representation of the talent brand as highly engaged, knowledgeable, and personable

***

**Key Responsibilities**
- Oversee and direct Transcription support team, to include Transcription Coordinators and Transcription QA Specialists, managing department workflow of reporting-related transcriptionist assignment, quality assurance, and support.
- Manage transcription environment to balance workload among staff and manage tasks so that service levels and deadlines are met.
- Maintain a consistent and proactive dialogue with management to ensure proper planning and installation of additional resources, as necessary.
- Liaise with various stakeholders to ensure proper distribution, calibration, and resolution of subcontractor feedback.
- Build and maintain relationships with and provide support to reporters, transcriptionists, agencies, and all other outside vendors, as applicable, by creating a sense of community and imparting value.
- Analysis of departmental improvement needs and opportunities.
- Develop, plan, and implement initiatives to meet short
- and long-range goals.
- Contribute information, perspective, and recommendations to strategic plans and reviews.
- Effectively communicate and document department procedures and policies.
- Collaborate and communicate with other department managers regarding changes, strategies, and challenges to best meet company strategies and goals.
- Foster a cooperative and inclusive environment within and across teams.
- Act as expert resource regarding reporting-related transcription quality standards, requirements, and development.
- Carry out managerial responsibilities in accordance with company policies and procedures.
- Encourage subcontractor PartnerPortal use and be completely knowledgeable of all features.
- Track, report and analyze workflow volumes and various crucial business data.
- Understand and correctly utilize resources provided by internal systems, departments, policies, and procedures. Recommend and implement improvements, as needed.
- Ensure coverage for all after-hour requests that require immediate assistance/response before next business day
- Recruit, train, coach, and develop staff to yield a high performing team.
- Ensure that payroll is entered accurately ADP/Payroll duties (i.e. approving time sheets, time off requests)
- Understand Company targets and strive to meet and exceed.

***

**Skills and Competencies **_(The abilities that the individual needs to perform this role effectively)_
- Proficiency in MS Office required
- Excellent grammar, spelling, and punctuation skills
- Ability to listen to recordings and ascertain accurate transcription of audio
- Ability to maintain composure in critical situations and communicate clearly with both internal and external team members.
- Ability to provide written and/or oral answers or solutions to customers.
- Excellent documentation and data tracking skills.
- Exceptional attention to detail and ability to be consistent
- Ability to strictly adhere t

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