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Reach, Grow, and Engage Global Audiences with Multilingual Content
Quality Manager
Location
Greece
Posted
77 days ago
Salary
0
Seniority
Mid Level
Job Description
Quality Manager
Welocalize
• The Quality Manager is the squad team member on a squad (s) responsible for supplier alignment and supplier performance on accounts owned by that squad. • Performance includes, but is not limited to, on-time delivery, adherence to all client and project specific requirements, and defect-free deliverables. • The role is managing service delivery quality to the client or managing tasks or initiatives. • This role is responsible for engaging with the customer to understand capacity requirements and quality expectations and liaising with Language Services to ensure such requirements can be met. • As part of ensuring adequate performance, the Quality Manager will monitor customer Objectives & Key Results (OKRs) and take necessary actions to ensure quality and on-time delivery targets are met. • Collaborate with Partner Engagement Manager, responsible for supplier alignment on accounts managed by Program Squad(s). • Monitor supplier’s performance on accounts managed by Program Squad(s). • Flag suppliers performing beneath client thresholds. • Lead conversations with customers regarding quality while anticipating their needs, analyzing root causes, performing corrective and preventive actions, and escalation matters while maintaining client facing language quality relevant documentation. • Design and setup quality framework. • Ensure maintenance of all language assets (glossaries, style guides, TMs). • Communicate customer language & content type capacity needs to Language Services Team. • Engage Language Services team with requisite information necessary for recommendations. • Customer point of contact for all language quality related matters. • Action when necessary to ensure quality SLA is being met. • Act as escalation point for PMs when partners consistently miss deliverable due dates. • Monitor and flag suppliers performing beneath defined thresholds on an account to Language Services Team. • Collaborate with Language Services Team to initiate Quality Improvement Plan (QIP) as needed. • Prepare and present quality reporting to clients as needed. • Support the development of customer initiatives, internal initiatives, or new processes.
Job 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.
- Excellent 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.
- Excellent communication skills (written and verbal, fluent in English).
- An additional language at a fluent level (both verbal & written) preferred.
- Experience with partner and customers 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.
Benefits
- Competitive salary
- Flexible working hours
- Professional development opportunities
- Remote work options
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