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...
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.
Job Reference:
Overview The Quality Manager is the team member on a squad responsible for supplier alignment and performance. Responsibilities include 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 clients 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 Duties- Supplier and Quality Management
- Partner with the Partner Engagement Manager to align suppliers and ensure consistent performance across assigned Program Squad accounts
- Monitor supplier performance (on-time delivery, task acceptance time, language quality, adherence to instructions, etc.) and flag issues falling below client thresholds
- Act as an escalation point for Project Managers when suppliers miss deliverables, involving the Language Services Team as appropriate
- Collaborate with the Language Services Team to initiate Quality Improvement Plans (QIPs), Root Cause Analyses (RCAs), and Corrective and Preventive Actions (CAPAs). If a QIP is unsuccessful, ensure proper escalation to Talent Procurement
- Support test translation success by coordinating necessary information and resources with the Language Services Team
- Provide supplier training on client expectations, tools, and processes when required
- Client Engagement and Reporting
- Serve as the primary client contact for all language quality matters
- Lead discussions on quality performance, proactively identify needs, and manage corrective actions to maintain client satisfaction
- Prepare, maintain, and present regular quality reports and metrics to clients
- Take timely action to ensure all client and internal (Welocalize) quality SLAs are consistently met
- Quality Framework and Process Improvement
- Design, implement, and maintain quality frameworks, including glossaries, style guides, and translation memories
- Ensure ongoing quality measurement and reporting for clients with defined LQA SLAs or commitments
- Conduct content-type analyses as needed to support quality optimization
- Support customer and internal initiatives to enhance quality processes and drive continuous improvement
- Cross-Functional Collaboration
- Communicate customer language and content-type capacity needs to the Language Services Team
- Provide the Language Services Team with relevant information to recommend new or replacement resources for clients and programs
Supervisory Responsibilities: - Carries out supervisory responsibilities in line with the organization’s policies and applicable laws
- May manage a team or serve as the primary contact for external resources
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; recognizing and addressing employee performance; handling complaints; and resolving workplace issues
Experience- Proven experience in a fast-paced, client-focused environment, ideally within the translation or localization industry, with a strong background in localization vendor, language, or quality management and a solid understanding of quality management principles
- Hands-on experience with Translation Memory tools, Translation Management Systems, and Machine Translation post-editing, alongside strong knowledge of the language services industry, its technologies, and emerging trends
- Exceptional written and verbal communication skills in English, with the ability to influence and engage diverse audiences including colleagues, clients, and partners; fluency in an additional language is preferred
- Strong data literacy, with the ability to interpret and leverage data to drive informed decisions
- Proactive problem-solver with accountability for deliverables, able to assess and mitigate risk while identifying opportunities for improvement
- Highly adaptable, with strong prioritization skills and the ability to manage multiple projects in a dynamic, deadline-driven environment
- Works effectively both independently and collaboratively, resolving routine issues in line with company policies
- Experience with Agile or Lean Six Sigma methodologies is a plus
- Master’s degree or equivalent professional experience required
Key Competencies - Is a strong listener and effective collaborator
- Results-oriented and understands the importance of Objectives & Key Results (OKRs)
- Actively drives performance and felivers results
- Proactively develops clear solutions to complex problems
