Welocalize

Quality Manager II

Welocalize

full-time

Posted on:

Location Type: Remote

Location: Anywhere in Asia

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About the role

  • The Quality Manager is the squad team member on a squad(s) responsible for supplier alignment and supplier performance on accounts owned by that squad.
  • Performance includes but is not limited to, 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 the customer and/or other quality team members 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.
  • In collaboration with Partner Engagement Manager, responsible for supplier alignment on accounts managed by Program Squad(s) on which they are assigned.
  • Monitor suppliers’ performance on accounts managed by Program Squad(s) on which they are assigned.
  • Flag suppliers performing beneath client or internal thresholds.
  • Supplier performance includes OTD, time-to-accept task, language quality, adherence to instructions, etc.
  • Contribute to conversations with customers regarding quality with supervision while anticipating their needs, analyzing root causes, performing corrective and preventive actions, and escalating matters while maintaining client-facing language quality relevant documentation relating to language quality.
  • Design and set up a quality framework with limited supervision.
  • Ensure maintenance of all language assets (glossaries, style guides, TMs, etc).
  • Communicate customer language & content type capacity needs to the Language Services Team.
  • Engage the Language Services team with the requisite information necessary for recommendations of new or replacement resources for a client or program.
  • Will act as a customer point of contact for all language quality-related matters with only limited support from the Quality Lead.
  • Proactively take action when necessary to ensure quality SLA (client or Welocalize) is being met.
  • Act as the escalation point for PMs when partners consistently miss deliverable due dates. Involve the Language Services Team as needed.
  • Monitor and flag suppliers performing beneath defined thresholds on an account to the Language Services Team.
  • Collaborate with Language Services Team to initiate Quality Improvement Plan (QIP), RCAs or CAPAs, as needed.
  • If QIP is deemed unsuccessful, the Language Services Team to inform Talent Procurement.
  • Ensure and execute and/or coordinate regular quality measuring for clients with LQA SLAs/commitments.
  • Perform Content Type Analysis as needed.
  • Ensure the success of test translations by gathering and providing requisite information to the Language Services team to carry out test translation process where needed.
  • Regularly prepare and present quality reporting to clients as needed with limited guidance from Quality Lead.
  • Support the development of customer initiatives, internal initiatives, or new processes.
  • Assess current processes to drive process improvements.
  • Where required, train suppliers on customer and customer-specific tools.

Requirements

  • Proven experience in a fast-paced, client-centric environment, ideally in the translation or localization industry.
  • Experience and proven track record in Localization Vendor, Language or Quality Management.
  • Knows well the principles and practices used within Quality.
  • Experience with Translation Memory tools, Translation Management Systems and Machine Translation Post-editing processes and tools.
  • Good communication skills with the ability to present structured arguments to diverse audiences, incl. colleagues, customers and vendors, and influence others.
  • Knowledge of the language services industry and a keen interest in its technology, process, competitive landscape, and emerging trends.
  • Adept at data literacy; ability to understand and utilize data to make decisions.
  • Strong in 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 in line with company policies and procedures.
  • Can work within a team, contributing to the team's success, or work independently as needed.
  • Ability to prioritize ongoing projects based on business needs and urgencies that can arise with limited support from Quality Lead.
  • Excellent communication skills (written and verbal, fluent in English).
  • An additional language at a fluent level (both verbal & written) 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.
  • Minimum of a Masters degree or equivalent experience.
Benefits
  • Remote work options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Quality ManagementLocalization Vendor ManagementLanguage ManagementTranslation Memory toolsTranslation Management SystemsMachine Translation Post-editingData LiteracyProcess ImprovementQuality Improvement Plan (QIP)Content Type Analysis
Soft skills
Communication skillsProblem-solvingCreative thinkingFlexibilityTeam collaborationIndependencePrioritizationClient-centric approachAttention to detailInfluencing skills
Certifications
Masters degree