Job title                 Associate Linguistic Validation Traffic Coordinator
Location                Hartford, Boston, Chicago, Broomfield/Superior (US)  
About RWS:

RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.

Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.

Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.

Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).

For further information, please visit: www.rws.com

RWS Division:
RWS Regulated Industries division provides a full suite of language services exclusively for highly regulated industries such as Life Sciences, Healthcare, Financial services, and Legal industries.  This includes language solutions for clinical trial management and linguistic validation of Clinical Outcomes Assessments (COAs), insurance, retail, commercial and investment banking, compliance, mergers & acquisitions and Litigation.

About The Role:
Under the direct supervision of the Linguistic Validation Services Manager, to provide traffic management services for the Linguistic Validation business unit, in addition to project initiation and administrative activities associated with the Project Planning and Project Management functions. Addresses complex issues with assistance and utilizes problem-solving abilities to uncover problems within systems and to identify and suggest areas for improvements. May assist in coordinating workload.

Responsibilities: 

• Understands and adheres to company Quality Management System (QMS) requirements including but not limited to ISO 9001 and ISO 17100 standards.
• Monitors the LV sales and related email inbox(es) and maintains a detailed account of all incoming requests and their statuses.
• Utilize guidelines and criteria established by the Project Planning department manager, analyzes workloads of Project Planning team members and assigns tasks accordingly.
• Tasks may include but are not limited to new quotations; research, overflow job placements; and/or reassignment of quotations or job placements when required.
• Reviews the impact of incoming requests upon the translation process and analyzes for appropriate course of action. Investigates and provides response in collaboration with the Project Planning department manager as needed.
• Communicates with clients to acknowledge receipt of various requests (including requests for quotation, job approvals, basic questions, and other communication as needed). Where possible, obtains missing specifications for each quote and job to facilitate efficient processing by the Project Planning team.
• Analyzes client requests to determine if limited resource languages require action, and contacts Vendor Relations to initiate such action.
• Enters new companies and new clients into CRM with 100% accuracy and verifies all existing client contact information for accuracy.
• May create translation table files for use in new Linguistic Validation projects.
• Proofreads English template and/or table files for new Linguistic Validation projects.
• Enters customer feedback into the customer feedback system in CRM.
• Tracks all emails in CRM to the correct quote, order, or job.
• Ensures accurate reporting of and compliance with all relevant Project Planning and Project Management data elements needed for monitoring and reporting Key Performance Indicators (KPIs), Master Services Agreements (MSAs) and/or Service Level Agreements (SLAs).
• Facilitates and adheres to applicable ISO requirements, client level SLAs/MSAs and department and companywide KPIs.
• Identifies and suggests areas for improvement.
• Conducts special projects as assigned.
• Transfer project files within company electronic filing system to move them and facilitate processing.
• Sets up project file folders in a timely manner.
• Enforces company policies and procedures with linguists when necessary.
• Conducts special projects as assigned.
• May create Quotations and Orders in CRM.
• May create project folders in T:, including generation of files for translators
• May update Instruments Chart used by the Project Planning team.
• May assign and set up Proofreading activities with linguists.
• May analyze workloads of Project Management team and assign PMs to projects as appropriate utilizing guidelines and criteria established by the Project Manager Department manager(s).
• May set up Linguistic Validation projects in CAT tools.
• May research prior translation projects, questionnaires, etc. to determine whether incoming project is the same or similar, avoid duplication.
• May prepare basic level LV quotations and process basic level LV jobs in accordance with client specifications through word counts, estimating necessary formatting and translator time, etc., and set up on spreadsheet according to standard procedures.
• May place standard and rush client projects with appropriate qualified translators and debriefers (i.e., assign) based upon availability, language, expertise, deadlines and other relevant considerations to ensure work is completed and returned in a timely manner to permit due dates to be met.
• May ensure that translators have proper instructions regarding what and how a project must be completed (e.g., translations, cognitive debriefing, edits, proofreading).
• May demonstrate knowledge of the capabilities of the freelance vendor base. May use this knowledge to place projects with vendors who are capable of producing high quality work delivered on time.
• May demonstrate ability to effectively convey instructions to freelance translation staff, as well as ability to handle unpredictable situations with assistance.
• May coordinate the assigning and completion of client projects among pool of translators and debriefers for specific languages.
• May negotiate prices and turnaround time and issues purchase orders to translators and debriefers.

Requirements:

• Any combination of education and experience providing the required skills and knowledge for successful performance would be qualifying.  Typical qualifications would be equivalent to:
• Bachelor's Degree in Business, English, Foreign Language, Social or Applied Science, or another related field.
• A minimum of one year of successful basic customer service and/or administrative experience.
• Foreign language experience a plus
• Knowledge of English grammar, syntax, and word usage, and excellent proofreading skills.
• Organizational and time management skills.
• Excellent and accurate data entry skills.
• Excellent customer service skills, including the ability to communicate clearly with clients and resolve customer issues or complaints.
• Ability to report work orally or in writing to supervisor as required.
• Ability to carry out instructions furnished in written or oral form, with attention to detail, and to work with minimal supervision.
• Ability to understand, apply and use personal computers and software applications (e.g., Word, Excel, PowerPoint, CAT tools, Office 365/Skype, Acrobat, etc.).
• Ability to prioritize and creatively problem solve job and production related issues.
• Ability to work as part of a team and with a diverse group of individuals.
• Ability to maintain confidentiality of information regarding company financial and other information.
• Ability to establish and maintain cooperative working relationships with others contacted in the course of work; teamwork and consensus-building skills.
• Ability to resolve customer service issues in a professional and efficient manner.

Life at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives  us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch  

As a company focused on connecting people through language, diversity and inclusion are fundamental to our company culture. RWS is an Equal Opportunities Employer and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity and trust. All employees have a right to be treated with respect and dignity. RWS operate in a manner for the inclusion of all - any form of discrimination is expressly prohibited. Employees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration.

We are proud to work in a company where all can succeed and grow their career and while RWS operates in accordance with all local employment laws, if local law enables any form of discrimination this is against RWS company policy and we will adhere to the highest standard.   
 
RWS is an Affirmative Action Employer.  Qualified applicants will be evaluated for employment without regard to race, color, religion, sex, national origin, veteran, and disability status.  For more information about EEO/AAP legislation please visit: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Recruitment Agencies: RWS Group PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.