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As a trusted global transformation partner, Welocalize accelerates the global business journey by enabling brands and companies to reach, engage, and grow international audiences. Welocalize delivers multilingual content transformation services in translation, localization, and adaptation for over 250 languages with a growing network of over 400,000 in-country linguistic resources. Driving innovation in language services, Welocalize delivers high-quality training data transformation solutions for NLP-enabled machine learning by blending technology and human intelligence to collect, annotate, and evaluate all content types. Our team works across locations in North America, Europe, and Asia serving our global clients in the markets that matter to them. www.welocalize.com
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
MAIN PURPOSE OF THE ROLE
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 Client Quality Coordinator will monitor customer Objectives & Key Results (OKRs) and take necessary actions to ensure quality and on-time delivery targets are met.
MAIN DUTIES
May own a portfolio of designated accounts and 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 documentation. May support the preparation of clients audits and may define accounts quality programs with Quality Solutions input Is responsible for completion of tasks & responsibilities within the assigned functional group. May be managing a team or a group of external resources
The following is a non-exhaustive list of responsibilities and areas of ownership of the Client Quality Coordinator:
- In collaboration with Partner Engagement Manager, responsible for supplier alignment on accounts managed by Program Squad(s) on which they are assigned.
- Monitor supplier’s 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, time-to-accept 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, 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, 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 customer-specific tools.