Description
We are seeking a Quality Manager to join our team in Barcelona. The successful candidate will be responsible for managing service delivery quality to clients, engaging with customers to understand capacity requirements and quality expectations, and liaising with Language Services to ensure such requirements can be met.
Main Duties:
- Collaborate with Partner Engagement Manager to ensure supplier alignment on accounts managed by Program Squad(s)
- Monitor supplier performance on accounts managed by Program Squad(s) and flag suppliers performing beneath client thresholds
- Lead conversations with customers regarding quality while anticipating their needs, analyzing root causes, performing corrective and preventive actions, and escalation matters
- Design and setup quality framework and ensure maintenance of all language assets
- Communicate customer language and content type capacity needs to Language Services Team
- Engage Language Services team with requisite information necessary for recommendations of new or replacement resources for a client or program
- Act as customer point of contact for all language quality related matters
- Action when necessary to ensure quality SLA is being met
- Act as escalation point for PMs when partners consistently miss deliverable due dates
- Monitor and flag suppliers performing beneath defined thresholds on an account to Language Services Team
- Collaborate with Language Services Team to initiate Quality Improvement Plan (QIP), RCAs or CAPAs, as needed
- Ensure and execute and/or coordinate regular quality measuring for clients with LQA SLAs/commitments
- Perform Content Type Analysis as needed
- Ensure success of test translations by gathering and providing requisite information to Language Services team
- Regularly prepare and present quality reporting to clients as needed
- Support the development of customer initiatives, internal initiatives, or new processes
- 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
- Knowledge of principles and practices used within Quality
- Experience with Translation Memory tools, Translation Management Systems and Machine Translation Post-editing processes and tools
- Excellent communication skills with the ability to present structured arguments to diverse audiences
- 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
- 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
- Excellent communication skills (written and verbal, fluent in English)
- Experience with partner and customers direct communication would be an advantage
- Experience in Agile Methodology and/or Lean Six Sigma is an advantage
- Minimum of a Master’s degree or equivalent experience