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.

The Language Quality Manager is a key member of one or several account teams as appointed by the Head of the Quality Group. The LQM will be responsible for the creation, implementation, development, and oversight of the language quality program. Quality of the language deliverables extends from linguistic quality and adherence to client requirements, through to quality of service from the translation teams. This is a client-facing role and the Language Quality Manager will play an active role in strategic account quality planning, working closely with the Program Director. The LQM will be able to work on the account with only limited support.

Ownership of the overall linguistic quality program for all languages on the account

Act as main interface for any quality and process matters for the client and the account team

Develop, implement and maintain a quality plan in accordance with client requirements and with the key business drivers of the account team;  demonstrate quality program  ROI

Research and deploy methods to improve quality and knowledge retention and management

Manage the cost of quality and build programs that are sensitive to the cost constraints of the account

Work closely with the Talent Program Management team to ensure that LQA reviewers assigned to the account add value are in line with the account requirements and content types

Monitor and control translation team performance from a service point of view, engaging with the project management team to seek their feedback

Put corrective actions in place where service falls short of expectations

Quality at Source 

Define client-specific vendor model and work closely with the Talent Program Management team to ensure translations resources assigned to the account are in line with the account requirements and content types.

Own evaluation and management of existing linguistic assets (glossaries, style guides, TMs, etc.), query management and client instruction processes and related issues

Verify integrity and usability of new client assets before distribution to all the teams

Perform language s analysis at the customer RFIs, RFEs and RFQs stage to advise on process and resource model impact

Customize client instructions or create instructions from scratch, as necessary, to ensure that translation teams are clear on process methodology, translation technology and deliverables

Establish query management workflow together with the Program Director

Define SME (Subject Matter Experts) requirements based on source complexity and content type

Manage data on quality and vendor performance, produce statistical quality reports and create related documentation plus RCA where needed.

Research and develop methods to solicit client feedback

Provide input to Talent Program Management and account team if resources do not perform, remediation efforts have failed, and a replacement team is needed

Report on quality trends and action plans in Account team meetings and Quality team meetings and actively participate in quality calls with vendors and the client

Analyze processes and provide input on potential risks and possible solutions to project management team for upcoming projects

Actively participate in the Quality Group forums and collaborate with other Quality Managers and  Talent Program Managers in improvement initiatives

Engage with client reviewers to define and agree on quality program and drive arbitration processes and present in client meetings and calls.

Author client facing documentation related to the quality program, e.g. corrective action plans, pro-active improvements, trends, any innovation that brings value, etc.

Identify training needs for translation teams and create and maintain training program, including an on-boarding program for new teams

Create and maintain process and quality control documentation, build a knowledge base  and own the language quality section of the portal

Liaise with development and engineering team to define account specific processes and help to identify tools to support translation and reporting needs

With support from the Head of Language Quality and the RLQM; supervise, coach and mentor the Language Coordinator(s) assigned to the account

Carry out supervisory responsibilities with support from the HLQ and RLQM in accordance with the organization's policies and applicable laws. These include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems