The Voice File Transcriptionist (Document Coordinator) will handle job requests such as intermediate to complex word processing, voice file transcription, and other requests. They may also be assigned to special/strategic projects, including pilot programs for new services.

Regularly, the role holder is expected to uphold the department’s quality and efficiency standards by consistently producing one-pass work with zero to minimal quality checks. Can be assigned to conduct peer reviews to ensure consistent output quality among Document Coordinators.



  • Accomplish intermediate to complex assignments, following established quality standards, in an accurate and efficient manner
  • Expected to consistently produce one-pass work regardless of complexity and challenges according to established quality and efficiency standards
  • Assigned to peer review (pre-audits) the output of any DS coordinator based on their tenure and output complexity
  • Effective account management skills: 
    • Conduct accurate assessment of job requests, including turnaround time
    • Communicate with clients by phone and/or email accurately and timely
    • Proactively offer solutions whenever potential problems are foreseen
    • Confirm all discussions and agreements with clients in writing
  • Report to the Supervisor all issues that may interfere with service delivery
  • Forward client feedback to the Supervisor
  • Well-versed in all Department Service Lines
  • Consistently achieve individual targets, priorities, and developmental objectives aligned with the department's and Firm's direction
  • Implement all company policies, rules, and regulations
  • Maintain confidentiality of Firm and client information
  • Ensure that all other tasks assigned by Management are properly attended to
  • Perform other tasks assigned by the Supervisors or Manager

Project Management

  • Help execute all project requirements according to service delivery standards
  • Develop and apply subject matter expertise
  • Exhibit good client care skills and leadership potential at every opportunity
  • Coordinate with Project Managers on updates and issue resolution strategies

Brand Support

  • Advise, encourage, and facilitate client adoption of firm brand standards and templates
  • Create visually engaging documents and presentation materials using MS Word and PowerPoint templates
  • Ensure accurate and timely output delivery by adhering to established quality and Firm brand standards
  • Alert clients to potential problems/issues ahead of time and offer possible solutions or alternative approaches

Client Care

  • Build good working relationships with clients and handle their concerns promptly and professionally, in keeping with client service principles
  • In case of an escalation or complaint, send acknowledgment emails, collate facts, prepare an incident report within the agreed timelines, and provide a recommendation to prevent the problem from recurring
  • Confirm all discussions and agreements with clients in writing

Skills and Experience:

  • Relevant experience in a similar field and involvement in a similar function
  • Bachelor’s degree with good academic standing
  • Keen analytical skills and ability to determine client needs
  • Excellent English written and verbal communications skills
  • Ability to make sound and accurate decisions and judgment calls
  • Effective leadership and communication skills
  • Highly organized and able to prioritize tasks 
  • Advanced skills in MS Word, Excel, and PowerPoint
  • Flexible and willing to work any shift, including graveyard 
  • Aptitude for learning new technologies and processes
  • Highly organized and detail-oriented
  • Strong commitment to outstanding client service
  • Exceptional work ethic, personal and professional integrity
  • Ability to establish and maintain effective working relationships; a team player
  • Ability to collaborate and communicate effectively with people from different cultures and various levels of the organization