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
