Quality Operations Manager

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about 3 years old

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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 77,000 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.

ROLE SUMMARY
The Quality Client Engagement Program Manager is responsible of continually improving customer experience of designated accounts and to build an intimate and trustworthy relationship with Welocalize customers. The Quality Client Engagement Program Manager plays a key role in understanding customers’ quality requirements and liaises with Quality Operations, Quality Solutions and Process Excellence teams to ensure customer quality needs and expectations are met. The Quality Client Engagement Program Manager will be reporting to the Regional Quality Manager.

Task and Responsibilities

  • Client Engagement
  • Owns a portfolio of designated accounts. 
  • Is present in customers meetings and calls.
  • Leads the conversation with the customer on quality and fully understands customers’ requirements.
  • Anticipates any possible customer needs working closely with the Quality Solutions and Quality Operations teams.
  • Is in constant contact with customers and acts as point of contact for quality questions.
  • Manages any query management process with the customer.
  • Is point of contact for quality escalation and ensure timely response and investigation on the matter.
  • Analyses client root causes and performs corrective and preventive actions.
  • Authors client facing documentation related to the quality program, such as but not limited to: corrective action plans, pro-active improvements, trends, any innovation that brings value, etc.

  • Quality Program 
  • Organizes and holds internal discovery and follow up meeting with Quality Solutions and Quality Operations as needed.
  • Defines and agrees on quality program with Quality Solutions input.
  • Ensures Quality Solutions and Quality Operations teams have all the information to successfully work on the agreed quality plan.
  • Uses internal communication channels, meeting, etc to ensure by Quality Operations and Quality Solutions teams.
  • Maintains updates with the support of the Quality Solutions and Quality Operations teams relevant documentation related to customers’ quality program.
  • Helps and supports the preparation for clients audits if applicable.

  • Training and knowledge management
  • Provides on-boarding trainings to new members of Quality Client Engagement team.
  • Provides trainings on quality program and client engagement strategy to other members of the Quality teams or to other stakeholders.
  • Can create trainings on specific topics with the support of the Process Excellence team as needed.
  • Creates and documents workflows related to customers engagement.
  • Leads customer quality initiatives in collaboration with Quality Solutions and Quality Operations teams.
  • Acts as SME for Regulated processes if applicable.

  • Communication
  • Organizes and hosts meetings between stakeholders involved with customers as applicable.
  • Is in constant contact with Client Service Directors, Production Managers and Project Managers as applicable to deliver One Welocalize experience to the customers.
  • Participates and organizes meetings with other Quality Client Engagement Managers.
  • Participates in meetings with Quality teams.

  • People Management
  • Supervise, coach, and mentor other members of the Quality Operations team.
  • Can create and deliver training for the Quality Operations team as requested.

  • Cover for Quality Operations team
  • Acts as cover or backup for Quality Client Engagement Program Managers as needed.

    • Skills and Knowledge

  • Excellent computer literacy skills and strong inclination to use technology.
  • Excellent understanding of Translation Memory tools, Translation Management Systems and Machine Translation Post-editing processes and tools. 
  • Knowledge of main CAT tools, i.e. MemoQ, Trados, XTM, etc. and of X-bench and/or other Language QA tools.
  • Ability to consider multiple perspectives in order to devise the most suitable customer and account strategies.
  • Ability to manage multiple priorities in a fast-paced, time-sensitive and deadline-driven work environment.
  • Actively Drives their accounts and has a positive Impact on customers, colleagues and team members.
  • Focuses on building a credibility-based relationship with all stakeholders and particularly with customers. Can assess and map relationships with customer contacts and actively manages these to build trust.
  • Is Detail oriented and process driven.
  • Shows good ability to manage resources, and related costs, effectively both internally and externally to deliver the best results for the customer.
  • Can provide structured arguments, to encourage others to see their way of thinking, and can communicate effectively, both verbally and in writing, with many different audiences e.g. customers, team members technical and non-technical staff, management/exec team etc.
  • Can establish processes and procedures as part of a client program. Can document and explain processes to the team to ensure that they are adhered to.
  • Constantly challenges the status quo and seeks opportunities to improve processes and solutions which deliver benefits for us or our clients.
  • Shows excellent Negotiation Skills and Situational Awareness.
  • Thinks commercially and can interact with commercial people e.g. clients, sales marketing, senior managers. 
  • Team player with the ability to problem-solve and show initiative.
  • “Can do” attitude.
  • Results driven work ethic with High Energy and Enthusiasm levels.

    • Requirements

  • Education: Master’s Degree and experience in the industry in lieu of Master’s Degree acceptable, or equivalent work experience.
  • Experience
  • Experience and proven track record in Localization Vendor Management, Language Team Management or Quality Management specifically (>4 year).
  • Fluent in two languages, one of them being English (both written and spoken, in a wide range of registers).