Quality Operations Manager

Argentina, Remote

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Welocalize
Welocalize delivers content solutions for translation, localization, adaptation, and machine automation to enable global brands and companies to reach, grow, and engage with international audiences.
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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 77,000 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 position operates as a manager of quality programs and plans and it contributes to goals through own effort and influence.  Plans own work, assesses progress and adjusts as needed. Impact is limited to delivery of day-to-day tasks and service provided by the functional group or the Quality team. The role may manage a team or serve as a contact for external resources. Depending on the functional group, the role is managing service delivery quality to the client or managing tasks or initiatives. The purpose of the role varies, depending on the assigned functional group: Quality Operations – supports Operations team in delivery of services ensuring client and company specific quality standards are met. 

Tasks and Responsibilities

  • Supports the coordination, planning, and execution of LQA including processes related to arbitration, escalation, and ensures results from resources for preventative and correction actions.
  • May own a portfolio of designated accounts regarding quality while anticipating their needs, analyzing root causes, performing corrective and preventive actions, and escalation matters while maintaining documentation. 
  • May support the development of new processes and assess current processes to lead and drive process improvements. 
  • Is responsible for completion of tasks & responsibilities within the assigned functional group.
  • May be managing a team or a group of external resources. 
  • Analyzes data on quality and vendor performance, produces statistical quality reports and creates related documentation on RCA, QIP and CAPAs.
  • May perform Content Type Analysis and coordinate test translations.
  • Training and support 
  • Designs, provides, coordinates and/or supports the delivery of trainings to internal and/or external resources. 
  • Analytics, Reporting, Knowledge and Asset Management 
  • May contribute to preparation of presentation for QBRs or other Quality initiatives. 
  • May manage, analyze data or create reports related to performance, trends, and other statistical quality reports. 
  • May maintain language assets. 
  • May own design and setup of quality framework (glossaries, style guides, TMs, etc.).
  • Communication 
  • Organizes and hosts meetings with different stakeholders as applicable.  
  • Acts as consultant on language quality issues. 
  • Participates in global quality initiatives as required. 
  • Collaborates and coordinates across all Quality Focus areas as required.
  • People Management 
  • May manage a team of employees. 
  • May be the main PoC for external resources, i.e. freelancers, operating as part of the Quality team. 
  • Supervises, coaches, and mentors other members of the Quality team.   

Required Skills and Knowledge

  • Experience with Translation Memory tools, Translation Management Systems and Machine Translation Post-editing processes and tools.  
  • Experience with main CAT tools, i.e., MemoQ, Trados, XTM, etc. 
  • Knowledge of X-bench and/or other Language QA tools required.
  • Demonstrates good negotiation skills and situational awareness. 
  • Detail oriented and process driven. 
  • Strong in problem solving with attention to time constraints while being accountable for the quality of the deliverables. 
  • Takes initiative and ownership to get the job done while being a team player. 
  • Understands the importance of SMART objectives.  
  • Understands the need to share knowledge, build successors and does not hold back upcoming talent. 
  • Results driven work ethic with high Energy and Enthusiasm levels. 
  • Ability to manage multiple priorities in a fast-paced, time-sensitive, and deadline-driven work environment. 
  • Ability to adapt in changing work environment. 
  • Excellent communication skills with the ability to present structured arguments to diverse audiences, incl. colleagues, customers and vendors, and influence others.
  • Knows well the principles and practices used in the assigned function stream within Quality.  Will resolve a wide range of issues in creative ways. Executes tasks associated with the role independently but may also lead projects or initiatives.  
  • Solves standard situations independently in-line with company policies and procedures; support from senior members of the team is available for exceptional or more complex situations. 
  • Creative thinking in identifying areas for improvement is desirable. 

Experience

  • Experience and proven track record in Localization Vendor, Language or Quality Management.
  • Management or Quality Management specifically (>4 years). 
  • Working experience in an ISO quality certified translation company may be required. 
  • Experience in Agile Methodology and/or Lean Six Sigma is an advantage. 
  • Fluent in English (both written and spoken); an additional language at a fluent level (both verbal & written) preferred.

Education

  • Master’s Degree and experience in the industry in lieu of Master’s Degree acceptable. Fields: Linguistics, Foreign Languages, Modern Languages, Translation, or related fields.  
Job region(s): South America
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