Health Technical Writer
Ripple Effect
Job Level
Mid-LevelSenior
About the role
- The Quality Manager is the squad team member responsible for ensuring Welocalize meets client deliverable acceptance criteria and managing service delivery quality.
- Engage with customers to scope and define quality requirements and document expectations.
- Monitor customer Objectives & Key Results (OKRs) and take necessary actions to ensure quality targets are met.
- Monitor deliverable performance on assigned Program Squads, flag and action areas performing beneath client thresholds.
- Lead conversations with customers regarding quality, anticipate needs, analyze root causes, perform corrective and preventive actions, and escalate as needed.
- Adapt existing quality frameworks or escalate the creation of new fit-for-purpose frameworks; maintain client-facing quality documentation.
- Work with Learning & Development to ensure efficacy and maintenance of training; review performance data linked to learning content.
- Serve as customer point of contact for quality-related matters and act to ensure quality SLAs are met.
- Initiate Quality Improvement Plans (QIP), Root Cause Analyses (RCA) or Corrective and Preventive Actions (CAPA); inform Program team if QIP is unsuccessful.
- Ensure and execute or coordinate regular quality measuring for clients with LQA SLAs and prepare/present quality reporting to clients.
- Support development of customer/internal initiatives, assess current processes to drive improvements, and train suppliers on customer-specific tools.
Requirements
- Proven experience in fast-paced, client-centric, data-centric environments.
- Experience and proven track record in data structures, queries, and analysis.
- Knows well the principles and practices used within Quality.
- Excellent communication skills with the ability to present structured arguments to diverse audiences, incl. colleagues, customers and vendors, and influence others.
- Knowledge of the AI data services industry and a keen interest in its technology, process, competitive landscape, and emerging trends.
- Strong problem-solving with attention to time constraints while being accountable for the quality of the deliverables.
- Flexible attitude with the ability to manage multiple priorities in a fast-paced, time-sensitive, and deadline-driven work environment.
- Problem-solving mindset that can proactively assess and mitigate risk.
- Creative thinking in identifying areas for improvement is desirable.
- Solves standard situations independently and in line with company policies and procedures.
- Can work within a team or independently as needed.
- Ability to prioritize ongoing projects based on business needs and urgencies.
- Excellent communication skills (written and verbal, fluent in English); an additional language at a fluent level is preferred.
- Experience with partner and customer direct communication would be an advantage.
- Experience in Agile Methodology and/or Lean Six Sigma is an advantage.
- Experience carrying out supervisory responsibilities (interviewing, hiring, training, performance management) may be required.
