Transcription Manager

5 days ago

Brisbane, Queensland, Australia Epiq Systems, Inc. Full time

It's fun to work at a company where people truly believe in what they are doing

**Job Description**:
The primary duty of the Transcription Manager (TM) is to lead a team of in-office and home-based transcription personnel, providing guidance, training and support, and to ensure the timely delivery of accurate transcripts to Epiq's clients. The TM will act as a 2IC to the Operations Manager, providing full cover for the Operations Manager in their absence, and will be involved in ad hoc projects in line with business requirements.

The TM is responsible for ensuring productivity benchmarks are met by the Transcribers and Transcript Coordinators within their allocation and will work closely with the Operations Manager and Quality & Compliance Manager to manage any performance concerns.

The TM will provide guidance and support to the Transcription team, undertaking regular goal setting exercises and performance reviews as well working closely with the Quality & Compliance Manager to ensure all quality benchmarks are met. They will also act as a liaison between the Transcription Team and the Monitoring, Finance and IT departments to ensure efficient maintenance of operations at all times.

KEY RESPONSIBILITIES/ACCOUNTABILITIES
- Manage members of in-house and home-based transcription teams
- Oversee work allocation and reallocation to home-based transcribers and office staff
- Oversee merging of cuts for final delivery at end of day
- Assist with training of new recruits - (transcribers and coordinators)
- Maintain comprehensive knowledge of all relevant transcript styles
- Liaise with Transcript Supervisors/Managers in other States regarding transcriber allocations and effective management of resource
- Merge and produce transcripts in line with delivery KPIs and style guides
- Audio check indistinct and inaudible notations in transcripts
- Audio check transcripts created from poor audio or audio with poor speakers
- Oversee transcript delivery, ensuring all transcripts are delivered within required timeframe
- Maintain communication with clients regarding transcript delivery delays or quality issues
- Conduct team meetings and 1-1 meetings with direct reports
- Participate in transcriber QA checks
- Responsible for assessing Transcriber and Transcript Coordinator productivity in line with business-driven benchmarks, making recommendations for performance plans as necessary
- Involvement in Transcriber/Transcript Coordinator performance plans
- Involvement in projects as required
- Ensure Transcribers/Transcript Coordinators complete performance reviews, goal setting exercises, and annual security compliance modules
- General administration - answering client queries, answering telephone, capturing billing formation - as required
- Act as a 2IC for the Operations Manager, providing general support and cover during absences
- Assist with troubleshooting audio issues, liaising with monitoring team as required
- Identify opportunities for process improvements

SKILLS / QUALIFICATIONS
- Collaborative team member
- Strong communicator
- Attention to detail
- Customer focused
- Above average people skills

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

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