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.
The Quality Program Lead on this role will be responsible for continuously improving customer quality experience and building close and trustworthy relationships with Welocalize customers. The Quality Program Lead is responsible for the quality strategy for the Squad based on the client requirements. The quality strategy should always be based on the Welocalize Four Principles: Customer Obsession, Relentless Innovation, Winning Together and Commitment to Excellence.
The Quality Program Lead will be responsible for planning new quality initiatives aligned with customer’s and Squad’s objectives. This role is accountable for achieving assigned Quality Objectives and Key Results (OKRs).
The Quality Program Lead will be responsible for partner alignment and partner 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. As part of ensuring adequate performance, the Quality Program Lead will monitor customer Objectives & Key Results (OKRs) and take necessary actions to ensure quality and on-time delivery targets are met.
Main Duties
- The following is a non-exhaustive list of responsibilities and areas of ownership:
- In collaboration with Squad Lead and Quality Manager define quarterly Squad Quality OKRs in alignment with the company OKRs.
- Oversee measurement and reports on Squad quality OKR result progress at the required cadence.
- Proactively identify actions and opportunities to achieve and exceed objectives.
- Design and lead implementation and delivery of client quality account strategy.
- Responsible for partner alignment on accounts managed by Program Squad(s) on which they are assigned.
- Monitor partner performance on accounts managed by Program Squad(s) on which they are assigned. Partner performance is inclusive of OTD, time-to-accept task, language quality, adherence to instructions, etc.
- Lead conversations with customers regarding quality while anticipating their needs, analyzing root causes, performing corrective and preventive actions, and escalation matters while maintaining client facing language quality relevant documentation relating to language quality.
- Design and setup quality framework. Ensure maintenance of all language assets (glossaries, style guides, TMs, etc).
- Customer point of contact for all language quality related matters.
- Action when necessary to ensure quality SLA (client or Welocalize) is being met.
- Act as escalation point for PMs when partners consistently miss deliverable due dates.
- 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.
- Regularly prepare and present quality reporting to clients as needed.
- Perform Content Type Analysis as needed.
- Carry out necessary Quality Managements tasks during translation tests.
- Support the development of customer initiatives, internal initiatives, or new processes. Assess current processes to drive process improvements.
- Where required, train partners on customer and customer-specific tools.
- Lead the development of customer initiatives, internal initiatives, or new processes and actively assess current processes to drive process improvements.
- Where required support the Squad Group Lead in RFP or new business quality support requests.
Experience
- 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.
- Knows well the 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, incl. colleagues, customers and vendors, and influence others
- 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. Creative thinking in identifying areas for improvement is desirable.
- 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). An additional language at a fluent level (both verbal & written) preferred.
- 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 Masters degree or equivalent experience.
Supervisory Responsibilities
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
- The role may manage a team or serve as a contact for external resources.
- Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Key Competencies Required for This Role
- Ability to think strategically and articulate ideas and plans with the professional maturity to participate at senior management level.
- Can develop a quality program plan and sequence of events.
- Can lead customer quality meetings and capture requirements and set success factors.
- Takes ownership for driving progress (weekly) and can make informed decisions.
- Can drive quality change on an existing program, across processes, roles and expectations.
- Shows good negotiation skills and situational awareness.
- Provides mentoring & coaching to quality squad team members.
- Requires customer centric approach and attitude.
- Encourages empowerment of the team.
- Is process driven and can change strategy as needed to meet customer needs.
- Exhibits empathetic leadership skills.
- Understands the importance of Objective & Key Results (OKRs) and is results orientated.
- Proactively develops clear solutions to complex problems.
