Quality Manager
Quality Manager
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Job Description
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Job Responsibilities:
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 ontime delivery adherence to all client and project specific requirements and defectfree 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 ontime delivery targets are met. (P3MAIN DUTIES
The following is a nonexhaustive 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 thresholds. Supplier performance is inclusive of OTD timetoaccept task language quality adherence to instructions etc.
- 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 relating to language quality.
- Design and setup quality framework. Ensure maintenance of all language assets (glossaries style guides TMs etc).
- Communicate customer language & content type capacity needs to Language Services Team.
- Engage Language Services team with requisite information necessary for recommendations of new or replacement resources for a client or program.
- Customer point of contact for all language quality related matters.
- Action when necessary to ensure quality SLA (client or Welocalize) is being met.
- Act as escalation point for PMs when partners consistently miss deliverable due dates. Involve Language Services Team as needed.
- Monitor and flag suppliers performing beneath defined thresholds on an account to Language Services Team. Performance is inclusive of OTD timetoaccept 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 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 success of test translations by gathering and providing requisite information to Language Services team to carry out test translation process where needed.
- Regularly prepare and present quality reporting to clients as needed.
- 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 customerspecific tools.
REQUIREMENTS
Experience
- Proven experience in a fastpaced clientcentric environment ideally in the translation or localization industry.
- Experience and proven track record in Localization Vendor Language or Quality Management.
- Knowswellthe principles and practicesusedwithinQuality.
- Experience with Translation Memory tools Translation Management Systems and Machine Translation Postediting processes and tools.
- Excellent communication skills with the ability to present structured argumentsto diverse audiences incl. colleagues customers and vendorsand 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 totime constraints while being accountable for the quality of the deliverables.
- Flexible attitude with the ability to manage multiple priorities in a fastpaced timesensitive and deadlinedriven work environment.
- Problemsolving mindset that can proactively assess and mitigate risk. Creative thinking in identifying areas for improvement is desirable.
- Solvesstandardsituations independentlyinline with company policies and procedures.
- Can work within a team contributing to the teams 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 isan advantage.
- Minimum of a Masters degree orequivalentexperience.
Supervisory Responsibilities:
- Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws.
- The role may manage a team or serve as a contact for external resources.
- Responsibilities may include interviewing hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
KEY COMPETENCIES REQUIRED FOR THIS ROLE
- 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 complex problems
Additional Job Details:
Required Experience:
Manager
Employment Type
Full-Time
