Quality Manager Job at welocalize

Welocalize is hiring for the role of Quality Manager!

Responsibilities of the Candidate:

• The following is a non-exhaustive list of responsibilities and areas of ownership of a Quality Manager:
• In collaboration with Partner Engagement Manager, responsible for supplier alignment on accounts managed by Program Squad(s) on which they are assigned.
• Monitor suppliers’ performance on accounts managed by Program Squad(s) on which they are assigned.  Flag suppliers performing beneath client or internal thresholds.  Supplier performance includes OTD, time-to-accept task, language quality, adherence to instructions, etc.
• Contribute to conversations with customers regarding quality with supervision while anticipating their needs, analyzing root causes, performing corrective and preventive actions, and escalating matters while maintaining client-facing language quality relevant documentation relating to language quality. 
• Design and set up a quality framework with limited supervision.
• Ensure maintenance of all language assets (glossaries, style guides, TMs, etc).
• Communicate customer language & content type capacity needs to the Language Services Team.
• Engage the Language Services team with the requisite information necessary for recommendations of new or replacement resources for a client or program.
• Will act as a customer point of contact for all language quality-related matters with only limited support from the Quality Lead.
• Proactively take action when necessary to ensure quality SLA (client or Welocalize) is being met.
• Act as the escalation point for PMs when partners consistently miss deliverable due dates. Involve the Language Services Team as needed.
• Monitor and flag suppliers performing beneath defined thresholds on an account to the Language Services Team. Performance includes OTD, time-to-accept task, language quality, adherence to instructions, etc.
• Collaborate with Language Services Team to initiate Quality Improvement Plan (QIP), RCAs or CAPAs, as needed. If QIP is deemed unsuccessful, the Language Services Team to inform Talent Procurement.
• Ensure and execute and/or coordinate regular quality measuring for clients with LQA SLAs/commitments.
• Perform Content Type Analysis as needed.
• Ensure the success of test translations by gathering and providing requisite information to the Language Services team to carry out test translation process where needed.
• Regularly prepare and present quality reporting to clients as needed with limited guidance from Quality Lead.
• Support the development of customer initiatives, internal initiatives, or new processes. Assess current processes to drive process improvements. 
• Where required, train suppliers on customer and customer-specific tools.

Requirements:

• Proven experience in a fast-paced, client-centric environment, ideally in the translation or localization industry.
• Experience and proven track record in Localization Vendor, Language or Quality Management.
• Knows well the principles and practices used within Quality. 
• Experience with Translation Memory tools, Translation Management Systems and Machine Translation Post-editing processes and tools.  
• Good communication skills with the ability to present structured arguments to diverse audiences, incl. colleagues, customers and vendors, and influence others 
• Knowledge of the language services industry and a keen interest in its technology, process, competitive landscape, and emerging trends.
• Adept at data literacy; ability to understand and utilize data to make decisions.
• Strong in problem-solving with attention to time constraints while being accountable for the quality of the deliverables.
• Flexible attitude with the ability to manage multiple priorities in a fast-paced, time-sensitive, and deadline-driven work environment.
• Problem-solving mindset that can proactively assess and mitigate risk. Creative thinking in identifying areas for improvement is desirable. 
• Solves standard situations independently in line with company policies and procedures.
• Can work within a team, contributing to the team's success, or work independently as needed.
• Ability to prioritize ongoing projects based on business needs and urgencies that can arise with limited support from Quality Lead.
• Excellent communication skills (written and verbal, fluent in English). An additional language at a fluent level (both verbal & written) is preferred.
• Experience with partner and customer direct communication would be an advantage.
• Experience in Agile Methodology and/or Lean Six Sigma is an advantage.
• Minimum of a Master's degree or equivalent experience.