LV Quality Team Lead

Location: Remote 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

Primary Purpose

Under the supervision of a LV Quality & Purchasing Supervisor or the department manager, the LV Quality Team Lead is a key member of the LV Quality team serving as first-level escalation point to team members and completing complex internal quality tasks to create error-free, linguistically validated Patient Report Outcomes instruments. The role performs editing and proofreading of clinical study documents, reconciles discrepancies with internal and external resources, and ensures administrative tasks are completed in timely and thorough manner. The LV Quality Team Lead will actively participate in meetings to discuss open and emerging business issues, make recommendations for improvements, and complete special projects as assigned. Provides mentoring and guidance to others.

The LV Quality Team Lead has team management responsibilities including monitoring and assigning jobs, effectively coordinating team projects or department work groups, and mentoring staff. The role assists the Supervisors and/or Manager of the LV Quality department in administering the department’s functions and operations including ensuring all client projects are completed in an efficient, accurate, and timely manner, and within budget.

Essential Functions

•    Understands and adheres to company Quality Management System (QMS) requirements.
•    Assists the Supervisor and/or Manager of the LV Quality department in administering the department’s functions and operations including ensuring all project work is completed in an efficient, accurate, and timely manner.
•    Assists in scheduling and assigning work within the department, setting work methods and performance standards. Modifies work assignments according to complexity and staff availability as necessary to meet the department’s objectives.
•    Assists in the evaluation of department members in a timely and professional manner for the purpose of ensuring their department and individual performance objectives are met.
•    Handles questions from LV Quality Specialists for the purpose of resolving issues and implementing corrective measures as necessary to ensure proper workflow and client satisfaction, escalating as necessary to the department Supervisor and/or Manager.
•    Reconciles and edits harmonized and back translations of a wide range of complexity, as well as numerous languages and formats, in a timely, efficient and accurate manner. This includes the normalization of linguist and review comments in harmonization reports.
•    Proofreads, edits, and performs quality checks on clinical study documents (e.g. PROs, ClinRos, ObsRos, patient diaries, eCOA text and eCOA screen captures) being translated from English to numerous languages, and documents translated from numerous languages into English 
•    Ensures all assigned project tasks are completed as specified and client deliverables are error free within established timeframes in preparation for transmittal to clients as required. 
•    Ensures translator feedback reports are completed in a timely and accurate manner for the purpose of monitoring translator quality and providing recommendations for improvement.
•    Ensures that all materials needed for shipment are prepared accurately (e.g. reports and certifications).
•    Coordinates and communicates with interviewers and recruiters for the purpose of conducting debriefing interviews, analyzing results, and making recommendations for improvements.
•    Coordinates and communicates with translators, research specialists, in-country/client reviewers, in-house technical production and others as needed including the resolution of translation issues and ensuring efficient workflow.
•    Initiates, tracks and receives deliveries between LV staff and external parties as needed.
•    Regularly informs internal team members regarding the status of project work and otherwise communicates with project teams as needed to ensure client needs are met and issues are resolved accurately and in a timely manner.
•    Maintains accurate and up-to-date spreadsheets and other documents needed to ensure there is a complete overview of the current status of LV projects and that information is readily retrievable.
•    Maintains up-to-date job-related project records as needed (e.g. spreadsheets, folders, databases). 
•    Composes or generates a variety of materials (e.g. daily reports, memos) for the purpose of documenting activities, training, initiating re-work process, providing written reference and/or conveying information regarding the status of projects, etc. 
•    Assists in maintaining and ensuring the reliability of key operating data and databases.
•    Recommends policies, procedures and/or actions for the purpose of improving efficiency and product quality, and for providing direction for meeting the company's project management objectives.
•    Completes special projects as assigned. 

Additional Duties
•    Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective completion and shipment of projects.

Note: The above description is illustrative of tasks and responsibilities. It is not meant to be all inclusive of every task or responsibility.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Equipment
•    Uses standard office equipment such as personal computer, scanner, printer, copier, fax machine, telephone/headset.

Work Schedules
•    Twelve months per year standard work schedule as needed to successfully meet individual and department goals and objectives, and meet employee and client needs, including a reasonable amount of additional hours as necessary.

Knowledge, Skills and Abilities
•    Ability to provide leadership for employees and clear direction, goals and objectives in a respectful manner.
•    Ability to communicate and lead others through changes in procedures, client requirements and other operational issues.
•    Ability to make decision and lead employees through problems on job-related issues.
•    Strong organizational skills in a fast-paced, deadline-driven environment.
•    Ability to prioritize and coordinate competing work demands, and maintain composure under pressure.
•    Fluent communication skills of written and verbal English.
•    Ability to report work orally and in writing as required.
•    Ability to carry out instructions furnished in written or oral form.
•    Ability to understand, apply and use personal computers and software applications (e.g., Microsoft Word, Excel, PowerPoint, Outlook, Adobe Acrobat, CAT tools, Office 365/Skype, CRM/Aurora/other production software).
•    A team player who can collaborate effectively 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.
•    Ability to resolve customer service issues in a professional and efficient manner.
•    Ability to exercise discretion and independent judgment in relation to performance of work responsibilities, working with minimal supervision.
•    Ability to resolve customer service and production issues in a professional and efficient manner.
•    Quality focus and detail oriented.
•    Ability to complete root cause analysis.
•    Familiarity with and understanding of inter-departmental functions.

Physical and Mental Demands, Work Hazards
Works in standard office building environments.
See the Summary of Physical, Sensory and Environmental Requirements Needed to Perform Essential Job Duties for this position.

Qualification Profile
Any combination of education and experience providing the required skill and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:

•    Four-year college degree or equivalent in Business, English, Foreign Language, Social or Applied Science, or other related field.
•    Minimum two to four years related translation or localization editing/proofreading experience required.  Experience in Linguistic Validation preferred.
•    Successful customer service experience (internal or external), generally a minimum of three years, including at least two years’ experience within the translation industry.
•    Successful leadership or mentoring experience. Prior supervisory experience preferred.
•    Multi-language reading comprehension and written proficiency preferred.
 

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.