Quality Checks – Jeenie

What is a quality check?

Quality checks are quick calls to the linguists to verify that they have the necessary conditions to take calls on the Jeenie platform.

Do I need to be at a specific location to be a Jeenie linguist?

You can work from anywhere, as long as the location meets the necessary requirements to provide a professional experience and customer service for the client.

What are the connectivity requirements to interpret using the Jeenie platform?

The first step to having successful calls is having a good connection. Customers must clearly and consistently hear their linguist (and if on video see you) for effective communication to be established. This means having an internet connection that provides the right speed to conduct audio and video sessions without interruptions. This connection must be steady which means that, in addition to a good speed (generally 30 Mbps or higher), you need to make sure that the speed remains steady whenever you are connected and available to take Jeenie calls.

See Checking Your Connectivity for more information.

What are the requirements regarding background appearance when I am interpreting on the Jeenie platform?

Your background must reflect your high level of professionalism as an interpreter. It is important for customers to know that you are available and ready to focus all of our attention on the call. The exact look of your background will vary (based on your geographic location, weather, available space, etc), however, it should ideally be a wall or a flat surface. You should avoid having doors, beds, windows, or open spaces included within your background.

See Environment and Appearance for more information.

What steps do I need to follow to achieve a standard background?

Accomplishing this sort of background may mean that you have to take additional steps. If you have a wall, please make sure your view in the system shows the wall only and that it is of solid color without visual distractions. If you do not have a solid-colored wall, please take the steps necessary to make it look as if you do have one. It is critically important that providers recognize the time and consideration you have put into preparing your setting for the session.

For some people, this means getting a backdrop that is steady and won’t move when taking calls, especially on video. One option is to get a curtain or a thick sheet without prints that are large enough to cover your full background when the video is turned on. If you do take such a step, it is recommended you ensure the sheet is not wrinkled, and also important that your entire camera background be covered by this hanging sheet.

See Environment and Appearance for more information.

Are there presentation requirements depending on the device I use to receive calls?

The device you use to participate in the session should point directly at you from the front and avoid showing other areas of your workspace such as ceilings, doors, or open windows. If you are using a device that can be easily moved around such as a tablet or a cell phone, make sure it is on a surface and not on your hand or being moved around.

See Environment and Appearance for more information.

I work from a home office. How can I keep a quiet environment?

As interpreters, noise makes effective communication a challenge. For this reason, we need an environment that is quiet and free from any sort of auditory distraction. Jeenie understands that there may be unexpected sounds that come from the environment, however, these should be the exception and not the rule. For example, if there is an active construction next to your usual workspace, you may need to consider moving somewhere else for a few days or working hours opposite to the construction crew.

Many linguists work from home and live with family. We value the flexibility our system affords to linguists, and hope you enjoy taking calls from your home. Please keep in mind that your home workspace should be separate and as far as possible from active family areas to help avoid noises such as a TV that is turned on, children playing, people cooking, etc. The above are not noises our clients should get from the linguist’s background as it makes us look unprofessional.

See Environment and Appearance for more information.

How can I ensure HIPAA compliance when I interpret using the Jeenie platform?

The Health Insurance Portability and Accountability Act is very strict regarding the importance of safeguarding private health information. This is also very important to our customers so we must always make it a top priority.

To take calls with Jeenie, you must be able to guarantee that PHI, or personal health information, is protected. When we work, we must do it from a private area. This means that:

When you are active on the platform you are the only person in the room.
The room has a door that can be closed, and, if necessary, locked.
Other people do not come into the room while you are taking calls, even if they stay outside of the camera frame. Even brief entrances, such as to retrieve a belonging, are not permissible during calls.

Accepting calls from a public space or the car is considered a serious HIPAA violation because it means exposing private details about a person to others. When we interpret, we never know in advance what information will be shared, so it is never safe to take a call from an area that is not HIPAA compliant.

Does Jeenie have a dress code for linguists?

Our visual presentation helps provide a good first impression. As Jeenie linguists, we want to be perceived as prepared and professional, so our attire reflects it. A business casual look generally conveys this message. Please avoid informal attire such as t-shirts, worn-out shirts, see-through fabrics, or clothes that show a lot of skin. We respect the cultural diversity of our linguists and therefore simply ask that you wear whatever would be culturally appropriate within a formal setting. These formal clothes that you wear should be clean and in good repair.

See Environment and Appearance for more information.

What about body language and attention?

When servicing a call, it is crucial that you give it your full attention. The customer is paying for your time and expertise, so we always want them to feel that we are fully present, that they have our undivided attention, and that we recognize the importance of the session.

If the call is on video, our body language makes a big difference in customer perception. With this in mind, you should:

Avoid slouching

Make eye contact to convey that you are engaged and paying attention.

Avoid exiting the camera frame
Make sure the call is the only task that you are handling at the time.

Many interpreters have pets, children, or family members that they care for. If you are making yourself available to take Jeenie calls, you must take the necessary steps to ensure that anyone under your care has an alternative caretaker. This will allow you to focus on servicing calls without interruption.

How do I start a call?

When a call begins:

Make sure the call has connected you to the customer, this means that the screen no longer says “connecting”. Once you’re confident you have successfully connected, you should then start your introduction.
If you are unsure whether or not the customer heard your introduction, feel free to start one more time. Something like “I’m not sure you could hear me before, so I wanted to let you know…”
Please complete the Jeenie introduction. This includes (1) a greeting, (2) your first name, (3) the language you will be interpreting into, and (4) a general inquiry into how you can help.
Be ready to start interpreting right away.
Finally, always be prepared for the camera to potentially be turned on. Even if a call begins as audio-only, you should always be prepared for it to go to video.

See Answering an Incoming Call Request for more information.

Do I need to say my Jeenie ID number when a call starts?

At Jeenie, we do not ask that you share your Linguist ID as part of your introduction. Whenever a provider asks for your ID number, however, you should be able to provide it to them immediately. This means you should either have your Linguist ID committed to memory or have it written on a piece of paper right next to you. There is no acceptable reason for failing to give it to a provider when asked, nor is it acceptable for you to take time to look it up while on the line with a client.

See Before You Begin for more information.

How does the rating system for quality checks work?

When we contact you for a random test call, we will be paying attention to all the above areas. Our Linguist Experience Team member will be filling out a carefully calibrated rubric, using this tool to provide you with a color-based score for your session. Based on your performance during the test call, similar to a traffic light, we will let you know if you are green, yellow or red:

Green: means you pass all the requirements. Your current workspace, and demeanor meet Jeenie’s expectations. No further action is needed. Keep up the great work.

Yellow: means that you meet some of the expectations, however, there are others you need to work on. Please pay attention to the specific adjustments that need to be made.

Red: means that there are major areas that affect the quality of your calls. You must take immediate action to correct the areas for improvement. Red may also mean that there are smaller changes that are necessary to get you to green, but you have many areas to work on.

You will learn about which category via a follow-up email, which you should receive within 24 hours of completing a test call. All linguists will receive an email following their test call, no matter whether they score in the “green”, “yellow” or “red” performance categories.

What should I expect following the Quality Check?

If your result is green, there will be little follow-up required. Keep doing a great job and know that the Linguist Support Team will reach out to you again as needed.

If your result was yellow or red, please take action right away to make the necessary corrections. The email you receive to us soon after the test call will specify the areas in which we expect improvement. Our team will get in touch soon- via another test call- to confirm that the required changes have been made.

If feedback is provided but you fail to follow the recommendations you will not meet Jeenie’s expectations for linguists and that may lead to account suspension and/or deactivation. Quality Checks may be recorded for training and quality purposes.

Related articles