Quality Manager

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 and/or other quality team members 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.

Main Tasks and Responsibilities

• 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.

Experience

• 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 situationsindependently 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 Masters degree or equivalent experience. 
• Is a strong Listener and effective Collaborator.
• Understands the importance of Objective & Key Results (OKRs) and is Results Orientated
• Actively drives Performance and Delivers results.
• Proactively develops clear solutions to moderate complex to complex problems.