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 JOB
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.
MAIN DUTIES
Language Quality ProgramOwnership of the overall linguistic quality program for all languages on the accountAct as main interface for any quality and process matters for the client and the account teamDevelop, implement and maintain a quality plan in accordance with client requirements and with the key business drivers of the account team; demonstrate quality program ROIResearch and deploy methods to improve quality and knowledge retention and managementManage the cost of quality and build programs that are sensitive to the cost constraints of the accountWork 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
Quality of ServiceMonitor and control translation team performance from a service point of view, engaging with the project management team to seek their feedbackPut 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 issuesVerify integrity and usability of new client assets before distribution to all the teamsPerform language s analysis at the customer RFIs, RFEs and RFQs stage to advise on process and resource model impactCustomize client instructions or create instructions from scratch, as necessary, to ensure that translation teams are clear on process methodology, translation technology and deliverablesEstablish query management workflow together with the Program DirectorDefine SME (Subject Matter Experts) requirements based on source complexity and content type
Analytics and ReportingManage 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 feedbackProvide input to Talent Program Management and account team if resources do not perform, remediation efforts have failed, and a replacement team is neededReport on quality trends and action plans in Account team meetings and Quality team meetings and actively participate in quality calls with vendors and the clientAnalyze processes and provide input on potential risks and possible solutions to project management team for upcoming projectsActively participate in the Quality Group forums and collaborate with other Quality Managers and Talent Program Managers in improvement initiatives
Client engagementEngage 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.
Training, development and knowledge retention /managementIdentify training needs for translation teams and create and maintain training program, including an on-boarding program for new teamsCreate and maintain process and quality control documentation, build a knowledge base and own the language quality section of the portalLiaise with development and engineering team to define account specific processes and help to identify tools to support translation and reporting needs
People managementWith support from the Head of Language Quality and the RLQM; supervise, coach and mentor the Language Coordinator(s) assigned to the accountCarry 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
QUALIFICATION AND REQUIRED SKILLS
- Education Level
- Bachelor’s degree (B.A.) from a college, university or or equivalent work experience. Relevant skills
- Fluent in English (both written and spoken, in a wide range of registers)
- Experience in leadership roles an advantage and proven track record in Localization Vendor Management and Language Team Management or Quality Management specifically (> 3 years)
- Knowledge of main CAT tools, i.e. MemoQ, Trados, etc.
- Knowledge of X-bench and/or other Language QA tools
- Working experience in an ISO quality certified translation company
- Proven experience in development of processes and ideas
- Willingness to constantly analyze the way we do things –to challenge the conventional wisdoms and seek new ways to gain incremental improvements
- Strong management and negotiation skills are a must
- Excellent computer literacy skills and strong inclination to use technology to collaborate in a community, collect feedback, analyze data and automate data management steps. User of tools to manage metrics, reports and cost calculations.
- Excellent understanding of Translation Memory tools and Translation Management Systems (TMS). A good understanding of Machine Translation (MT) engines and MT Post-editing, (processes, tools, schedule and budget impact) is a plus.
OTHER RELEVANT SKILLS & KEY COMPETENCIES
- Excellent communication skills with the ability to influence
- Excellent literacy skills both written and verbal.
- Strong sense of ownership of the designated client accounts(s)
- Ability to adapt in changing work environment
- Ability to consider multiple perspectives in order to devise the most suitable customer and account strategies
- Analytical skills with strong attention to detail
- Ability to manage multiple priorities in a fast-paced, time-sensitive and deadline-driven work environment
- Positive attitude towards automation and new technologies
- Ability to apply original thinking and creativity to improve and enhance the processes or methodologies used by anyone in the organization
- Actively Drives their projects and teams and has a positive Impact
- Shows good Negotiation Skills and Situational Awareness
- Understands the importance of SMART objectives and is Results Orientated
- Can establish & Develop Processes and procedures as part of a client program
- Team player and Team Builder with the ability to problem-solve, show initiative and influence others
- “Can do” attitude
- Results driven work ethic with High Energy and Enthusiasm levels
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