The Role
The Quality Manager ensures supplier performance and service delivery quality, manages client relationships, tracks KPIs, and drives process improvements in a localization context.
Summary Generated by Built In
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.
Overview
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 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.
Main Duties
- Strategic Alignment: Partner with Engagement Managers to ensure supplier alignment and coordinate with the Language Services Team on resource recommendations and capacity planning.
- Client Relationship Management: Serve as the primary point of contact for language quality, leading client conversations, managing documentation, and presenting regular quality reports.
- Performance Monitoring: Track supplier KPIs—including OTD, task acceptance, and linguistic accuracy—flagging and escalating any performance that falls beneath defined client thresholds.
- Quality Framework & Asset Management: Design and maintain quality frameworks, ensuring all language assets (glossaries, style guides, and TMs) are updated and optimized.
- Corrective Action & Escalation: Act as the escalation point for PMs on missed deliverables; lead Root Cause Analysis (RCA) and oversee Quality Improvement Plans (QIP) or CAPAs in collaboration with Language Services.
- SLA Compliance: Execute regular quality measuring and Content Type Analysis to ensure all internal and client-facing LQA SLAs are consistently met.
- Testing & Onboarding: Manage the test translation process by providing requisite data to teams and training suppliers on customer-specific tools and workflows.
- Process Improvement: Support the development of new internal and customer initiatives by assessing and optimizing current processes to drive efficiency.
Experience
- Industry Expertise: Proven track record in Localization Vendor, Language, or Quality Management within fast-paced, client-centric environments. Experience in CRO-Pharma or Medical Devices would be a plus.
- Quality Methodology: Deep understanding of quality principles and practices; experience with Agile or Lean Six Sigma methodologies is preferred.
- Technical Proficiency: Expert knowledge of Translation Management Systems (TMS), TM tools, and MTPE workflows, with a keen interest in emerging industry trends.
- Data-Driven Problem Solving: Strong data literacy with the ability to leverage analytics for decision-making, risk mitigation, and proactive process improvement.
- Communication & Influence: Exceptional verbal and written communication skills in English (multilingualism preferred) with the ability to present structured arguments and influence diverse stakeholders.
- Operational Agility: High capacity to manage and prioritize multiple time-sensitive projects independently or as part of a team, while maintaining accountability for quality.
- Education: Master’s degree or equivalent professional experience.
- Leadership & People Management: Full-cycle supervisory experience in accordance with organizational policy, including hiring, training, and performance management for internal teams and external resources.
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
Please note that only CVs in English will be considered
Top Skills
Mtpe Workflows
Tm Tools
Translation Management Systems
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The Company
What We Do
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 250,000 in-country linguistic resources. Driving innovation in language services, Welocalize delivers high-quality training data solutions for NLP-enabled machine learning by blending technology and human intelligence to collect, annotate, and evaluate all content types. Our people work across offices in North America, Europe, and Asia serving our global clients in the markets that matter to them.
• Global team of 2,100+
• Offices in North America, Europe and Asia
• Quality Certifications: ISO 9001:2015, ISO/IEC 27001:2013, ISO 17100:2015, ISO 13485:2016, ISO 18587:2017
• Accredited professional translators and interpreters for 250+ languages
www.welocalize.com
