Warranty Specialist Jobs

As a Warranty Specialist, you play a crucial role in ensuring customer satisfaction by handling warranty claims, resolving issues related to product warranties, and providing exceptional customer service. With in-depth product knowledge, you navigate warranty terms and documentation with ease, ensuring policy compliance and efficient resolution of customer concerns. The job market for Warranty Specialists is promising, with companies increasingly focusing on customer retention through quality warranty services. The yearly salary range for a Warranty Specialist typically falls between $35,000 to $55,000, depending on experience and location. Key skills for this role include proficiency in issue resolution, excellent communication skills, attention to detail, and familiarity with warranty policies and procedures. Understanding living costs and maintaining work-life balance are important factors to consider as you excel in this rewarding role.

About this role

Job Summary

The Warranty Claims & Quality Control Specialist, reporting to the Talent Operations Manager, is responsible for providing critical administrative and analytical support to ensure the highest standards across all Hanna Interpreting Services. This dynamic role acts as the organizational backbone for our dispute resolution process for on-site assignments (Warranty Claims), while proactively analyzing client feedback and data for our virtual assignments (Quality Control). You will ensure the smooth flow of information, empowering fair claim resolutions and driving continuous improvement in our OPI (Over Phone Interpreting) and VRI (Video Remote Interpreting) services.

Duties and Responsibilities

Hybrid Claim & Data Workflow: Manage the end-to-end workflow for on-site service disputes within our CRM, ensuring cases are accurately logged and thoroughly investigated while adhering to our SLAs. Additionally, aggregate and document daily ratings and survey data for virtual (OPI/VRI) assignments.
Quality Trend Analysis (Virtual Focus): Assist the QC lead in reviewing 1-star and 2-star OPI/VRI calls. Identify and document trends related to client dissatisfaction, helping the team implement preventative strategies to reduce low-rated outcomes.
Intake and Coordination (On-Site Focus): Act as a primary point of contact for receiving and logging incoming on-site quality claims. Coordinate with internal Scheduling and Accounting teams to gather necessary service details, verify information, and assist with resolution actions.
Compliant Communication: Communicate professionally with clients and independent linguists to request missing information or clarify details. Ensure all communications regarding service issues are aligned with Hanna’s Independent Linguist Quality and Performance Procedure.
Documentation and Reporting: Conduct initial reviews of claims and low-rating alerts to ensure all required information is present. Log issues accurately into Informational, Contractual Review, or Critical categories. Assist the team by running routine reports on claim volume, OPI/VRI rating averages, and resolution times.

Requirements

2+ years of experience in claims, data analysis, coordinator, or support role, preferably in quality assurance, customer success, or compliance.
Strong command of CRM software (HubSpot or similar) and Microsoft Office Suite. Advanced proficiency in Excel/Google Sheets (managing data sets, tracking reporting) is highly preferred.
Exceptional written and verbal communication skills. Ability to craft professional mass communications and handle sensitive phone conversations with composure.
Proven ability to handle sensitive and confidential information (including HIPAA-related data) with absolute integrity. A keen eye for detail, and the ability to spot trends in data.

Benefits

Benefits

Medical, Dental, and Vision Insurance
401(k) with company match
PTO and paid holidays
Professional development opportunities
Employee assistance program
Company-sponsored events and activities
Pay Range: $20-$22/hr

About Hanna Interpreting Services LLC

Breaking down barriers. Building understanding. Better outcomes for all. Founded in 2010 to serve Iraqi refugees, Hanna has become California’s #1 on-site interpretation solution provider by putting people first. We combine human expertise with innovative technology to deliver interpretation and translation solutions that help organizations connect with diverse communities. Excellence without exception From emergency healthcare to classroom success, we deliver expert language solutions when and where you need them most. Our rigorously screened interpreters average 7.68 years of experience. 10,000+ Professional linguists Highly-vetted language professionals Technology that empowers Our AI-powered platform matches the perfect interpreter to your needs in seconds, while maintaining the human touch that complex communication demands. 99% Fulfillment Rate Industry-leading service reliability Partnership you can trust We’re your trusted language partner, providing reliable language solutions and 24/7 language support in breaking down language barriers, backed by unmatched industry expertise.

Team

Ben Howdeshell

Judy Brazil

Kimberly Coburn

Mona Kadah

Job Summary

Duties and Responsibilities

Hybrid Claim & Data Workflow: Manage the end-to-end workflow for on-site service disputes within our CRM, ensuring cases are accurately logged and thoroughly investigated while adhering to our SLAs. Additionally, aggregate and document daily ratings and survey data for virtual (OPI/VRI) assignments.
Quality Trend Analysis (Virtual Focus): Assist the QC lead in reviewing 1-star and 2-star OPI/VRI calls. Identify and document trends related to client dissatisfaction, helping the team implement preventative strategies to reduce low-rated outcomes.
Intake and Coordination (On-Site Focus): Act as a primary point of contact for receiving and logging incoming on-site quality claims. Coordinate with internal Scheduling and Accounting teams to gather necessary service details, verify information, and assist with resolution actions.
Compliant Communication: Communicate professionally with clients and independent linguists to request missing information or clarify details. Ensure all communications regarding service issues are aligned with Hanna’s Independent Linguist Quality and Performance Procedure.
Documentation and Reporting: Conduct initial reviews of claims and low-rating alerts to ensure all required information is present. Log issues accurately into Informational, Contractual Review, or Critical categories. Assist the team by running routine reports on claim volume, OPI/VRI rating averages, and resolution times.

Requirements

2+ years of experience in claims, data analysis, coordinator, or support role, preferably in quality assurance, customer success, or compliance.
Strong command of CRM software (HubSpot or similar) and Microsoft Office Suite. Advanced proficiency in Excel/Google Sheets (managing data sets, tracking reporting) is highly preferred.
Exceptional written and verbal communication skills. Ability to craft professional mass communications and handle sensitive phone conversations with composure.
Proven ability to handle sensitive and confidential information (including HIPAA-related data) with absolute integrity. A keen eye for detail, and the ability to spot trends in data.

Benefits

Benefits

Medical, Dental, and Vision Insurance
401(k) with company match
PTO and paid holidays
Professional development opportunities
Employee assistance program
Company-sponsored events and activities
Pay Range: $20-$22/hr