Language Quality Manager

Remote

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Welocalize
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Posted 2 weeks ago

Welocalize enables brands to reach and grow global audiences through services and solutions for translation, localization, adaptation, interpretation, and automation. We offer multilingual solutions to transform all content types for local audiences, at every step of our clients’ global business journey. We have 1,500 global team members across offices in North America, Europe and Asia dedicated to helping some of the world’s largest brands operate and succeed internationally.
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.

MAIN DUTIESOversee all aspects of data quality and language team performance for a region. Working under the guidance of US-based Senior Quality Lead  to communicate and enforce expectations as they relate to proper task execution, linguistic conventions, locale adaptation of all project resources and data deliverables, domain relevance and overall adherence to all quality guidelines. Coordinate with the Operations Lead for the assigned region to deliver feedback on talent performance and needs for talent removal, replacement and re-skilling in Pantheon. Manage in-market Senior Linguists to ensure that each Senior Linguist is: providing timely and accurate guidance to the QC and Creator teams, is setting clear expectations with regard to quality guidelines and standards, addressing emerging issues using the appropriate issue logging and escalation processing, and encouraging constant improvement in quality performance by all language team members. Work with Language Leads to troubleshoot quality issues at all levels of work (Creators and QCs), identifying root causes, and escalating edge-case or novel issues to the Senior Quality Lead for guidance. Coordinate re-training of underperforming resources with the US-based Training Lead, using Power BI dashboards on quality performance and Language Lead inputs to target the correct workers and the skills that require improvement.  Coordinate task handoffs between regionally based Senior Linguists and their America's counterparts, ensuring that the Senior Quality Lead is looped into all communications. Surface gaps in training and guidelines to ensure constant improvement in program systems. Ensure timely and appropriate management of all issue ticket  (in systems like Jira) related to quality management, providing guidance and oversight to all Language Leads and QC staff participating in the issue tracking system.
•              Ability to reach a thorough understanding of all aspects of data quality, as detailed in client specifications. This includes an understanding of data deliverables (and how they are different from localization deliverables), linguistic conventions and how they can be applied in different languages and writing systems, domain specific content, utterance modality (written versus spoken), tokenization and segmentations (how computers break down words and ideas), locale-specificity (how one adapts scenarios to local cultural realities).•              Outstanding management and leadership skills•              Ability to independently analyze quality and talent performance issues and direct Language Leads to take proper corrective actions•              Ability to troubleshoot quality issues based on the underlying linguistic factors, even without a strong knowledge of the language in question, engaging other stakeholders to gather relevant details, assess the problem and make a judgement call to ensure that production can move forward unabated. •              Understanding of escalation path and how to address and troubleshoot quality issues with the Senior Quality Lead•              Demonstrate firm understanding of the scope of work/workflows •              Ability to work closely with Language Lead teams to help manage and triage/resolve issues.•              Ability to promote a positive and encouraging work environment•              Ability to think out-of-the box in a non-traditional localization environment•              High sense of urgency and attention to detail, while also being able to see the larger picture.•              Relay/BI •              Sharepoint File management system•              Experience managing issue resolution systems, such as Jira•              English fluency and Native-level fluency in at least one other languages, preferably multiple languages•              Background in comparative linguistics, computational linguistics, sociolinguistics, linguistic anthropology or NLP preferred.

QUALIFICATION AND REQUIRED SKILLS

  • Education Level
  • Bachelor’s degree (B.A.) from a college or university in related filed (Translation, Natural Language Processing, Applied Linguistics).
  • Relevant skills
  • Fluent in English (both written and spoken, in a wide range of registers)
  • Experience in leadership roles an advantage and proven track record in Localization Vendor Management and Language Team Management or Quality Management specifically (> 1 year)
  • Knowledge of main CAT tools, i.e. MemoQ, Trados, etc.
  • Knowledge of X-bench and/or other Language QA tools
  • Working experience in an ISO quality certified translation company
  • Proven experience in development of processes and ideas
  • Willingness to constantly analyze the way we do things –to challenge the conventional wisdoms and seek new ways to gain incremental improvements
  • Strong management and negotiation skills are a must
  • Excellent 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.

OTHER RELEVANT SKILLS & KEY COMPETENCIES

  • Excellent communication skills with the ability to influence
  • Excellent literacy skills both written and verbal.
  • Strong sense of ownership of the designated client accounts(s)
  • Ability to adapt in changing work environment
  • Ability to consider multiple perspectives in order to devise the most suitable customer and account strategies
  • Analytical skills with strong attention to detail
  • Ability to manage multiple priorities in a fast-paced, time-sensitive and deadline-driven work environment
  • Positive attitude towards automation and new technologies
  • Ability to apply original thinking and creativity to improve and enhance the processes or methodologies used by anyone in the organization
  • Actively Drives 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 program
  • Team player and Team Builder with the ability to problem-solve, show initiative and influence others
  • “Can do” attitude
  • Results driven work ethic with High Energy and Enthusiasm levels
Job tags: High energy Jira NLP Power BI Training
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