As a trusted global transformation partner, Welocalize accelerates the global business journey by enabling brands and companies to reach, engage, and grow international audiences. Welocalize delivers multilingual content transformation services in translation, localization, and adaptation for over 250 languages with a growing network of over 400,000 in-country linguistic resources. Driving innovation in language services, Welocalize delivers high-quality training data transformation solutions for NLP-enabled machine learning by blending technology and human intelligence to collect, annotate, and evaluate all content types. Our team works across locations in North America, Europe, and Asia serving our global clients in the markets that matter to them. www.welocalize.com
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.
JOB OVERVIEW
The Language Quality Manager oversees supplier alignment and performance within our squad(s). This role ensures on-time delivery, adherence to client and project-specific requirements, and defect-free service delivery. The Language Quality Manager will engage with customers and internal teams to understand capacity and quality expectations, liaise with Language Services to meet these requirements, and monitor customer Objectives & Key Results. They will take proactive steps to maintainhigh-quality standards and ensure delivery targets are met.
MAIN DUTIES
- Align suppliers with client requirements in collaboration with the Partner Engagement Manager.
- Monitor supplier performance, flagging issues related to on-time delivery, task acceptance time, language quality, and adherence to instructions.
- Engage with customers to discuss quality concerns, perform root cause analysis, and implement corrective and preventive actions.
- Establish and maintain quality frameworks, ensuring proper management of language assets (glossaries, style guides, translation memories, etc.).
- Communicate capacity needs and resource recommendations to the Language Services team.
- Act as the primary point of contact for language quality matters, ensuring service level agreements are met.
- Escalate issues when suppliers consistently miss deadlines and collaborate with Language Services on Quality Improvement Plans as needed.
- Conduct and oversee regular quality assessments, reporting insights to clients and internal stakeholders.
- Support process improvements and training initiatives to enhance supplier performance and service delivery.
REQUIREMENTS
- Education: Master’s degree in Translation or equivalent experience.
- Strong background in Localization Vendor, Language, or Quality Management, with a deep understanding of quality principles and best practices.
- Knowledge of the language services industry, including its technology, processes, competitive landscape, and emerging trends.
- Proficiency in Translation Memory tools, Translation Management Systems, and Machine Translation Post-Editing processes.
- Strong data literacy, with the ability to analyze and leverage data for decision-making.
- Proven experience in a fast-paced, client-focused environment, preferably in the translation or localization industry.
- Strong problem-solving skills, ensuring timely and high-quality deliverables while managing multiple priorities.
- Risk assessment and mitigation mindset, with a proactive approach to identifying areas for improvement.
- Excellent written and verbal communication skills in English; additional language proficiency is preferred.
- Ability to present structured arguments and influence colleagues, customers, and vendors.
- Experience in direct communication with partners and customers is a plus.
KEY COMPETENCIES REQUIRED FOR THIS ROLE
- Is a strong Listener and effective Collaborator.
- Understands the importance of Objective & Key Results (OKRs) and is Results Orientated.
- Actively drives Performance and Delivers results.
- Proactively develops clear solutions to moderate complex to complex problems.
