Quality Manager

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