demonstrate quality program ROIResearch and deploy methods to improve quality and knowledge retention and managementManage the cost of quality and build programs that are sensitive to the cost constraints of the accountWork closely with the Talent Program Management team to ensure that LQA reviewers assigned to the account add value are in line with the account requirements and content types Quality of Service Monitor and control translation team performance from a service point of view, engaging with the project management team to seek their feedbackPut corrective actions in place where service falls short of expectations Quality at Source Define client-specific vendor model and work closely with the Talent Program Management team to ensure translations resources assigned to the account are in line with the account requirements and content types.
Own evaluation and management of existing linguistic assets (glossaries, style guides, TMs, etc.), query management and client instruction processes and related issuesVerify integrity and usability of new client assets before distribution to all the teamsPerform language analysis at the customer RFIs, RFEs and RFQs stage to advise on process and resource model impactCustomize client instructions or create instructions from scratch, as necessary, to ensure that translation teams are clear on process methodology, translation technology and deliverablesEstablish query management workflow together with the Program DirectorDefine SME (Subject Matter Experts) requirements based on source complexity and content type Analytics and Reporting Manage data on quality and vendor performance, produce statistical quality reports and create related documentation plus RCA where needed.
Research and develop methods to solicit client feedbackProvide input to Talent Program Management and account team if resources do not perform, remediation efforts have failed, and a replacement team is neededReport on quality trends and action plans in Account team meetings and Quality team meetings and actively participate in quality calls with vendors and the clientAnalyze processes and provide input on potential risks and possible solutions to project management team for upcoming projectsActively participate in the Quality Group forums and collaborate with other Quality Managers and Talent Program Managers in improvement initiatives Client engagement Engage with client reviewers to define and agree on quality program and drive arbitration processes and present in client meetings and calls.
Author client facing documentation related to the quality program, e.g. corrective action plans, pro-active improvements, trends, any innovation that brings value, etc.
supervise, coach and mentor the Language Coordinator(s) assigned to the accountCarry out supervisory responsibilities with support from the HLQ in accordance with the organization's policies and applicable laws.
rewarding and disciplining employees; addressing complaints and resolving problems QUALIFICATIONS AND REQUIRED SKILLS : Experience in leadership roles an advantage and proven track record in Localization Vendor Management and Language Team Management or Quality Management specifically (>
1 year)Recommended experience in language services in the Legal / IP area.Fluent in two additional languages, one of them being English (both written and spoken, in a wide range of registers)Knowledge of main CAT tools, i.
e. XTM, MemoQ, Trados, etc.Knowledge of X-bench and / or other Language QA toolsWorking experience in an ISO quality certified translation companyProven experience in development of processes and ideasWillingness to constantly analyze the way we do things to challenge the conventional wisdoms and seek new ways to gain incremental improvementsStrong management and negotiation skills are a mustExcellent computer literacy skills and strong inclination to use technology to collaborate in a community, collect feedback, analyze data and automate data management steps.
User of tools to manage metrics, reports and cost calculations.Excellent understanding of Translation Memory tools and Translation Management Systems (TMS).
A good understanding of Machine Translation (MT) engines and MT Post-editing, (processes, tools, schedule and budget impact) is a plus.
Experience in managing projects an advantage Other relevant skills Excellent communication skills with the ability to influenceExcellent literacy skills both written and verbal.
Strong sense of ownership of the designated client accounts(s)Ability to adapt in changing work environmentAbility to consider multiple perspectives in order to devise the most suitable customer and account strategiesAnalytical skills with strong attention to detailAbility to manage multiple priorities in a fast-paced, time-sensitive and deadline-driven work environmentPositive attitude towards automation and new technologiesAbility to apply original thinking and creativity to improve and enhance the processes or methodologies used by anyone in the organizationKey competencies : Actively Drive s their projects and teams and has a positive Impact Shows good Negotiation Skills and Situational Awareness Understands the importance of SMART objectives and is Results Orientated Can establish & Develop Processes and procedures as part of a client programTeam player and Team Builder with the ability to problem-solve, show initiative and influence others Can do attitudeResults driven work ethic with High Energy and Enthusiasm levels