Language Quality Manager

The Language Quality Manager focuses on building and driving quality management programs that meet and exceed clients’ expectations, effectively defining proactively and/or managing existing KPIs and other measures of performance. Drives RWS thought leadership and innovation on language quality framework and processes. Provides language and localization expertise to address highly complex client requirements. Supports revenue and margin growth through the managing and enhancing of all linguistic components and processes as well as expert analysis of language data.

Key Responsibilities

• Designing improvement plans to optimize language processes and address client’s specific requirements
• Monitoring overall performance and adjusting strategy to ensure RWS delivers the best possible outcomes
• Providing high quality and accurate analysis of content and develops effective and efficient methodologies for client projects/accounts to ensure a successful outcome and profitable for all linguistic elements
• Creating and using quality data to manage customer expectations and support quality compliance
• Monitoring progress vs. goals and ensuring gaps are resolved in a timely manner
• Partnering with project teams to identify and implement ways to continuously improve linguistic services based on project experience and client feedback
• Performing the function of Quality Manager by analyzing quality requirements and trends, defining improvement/recovery plans and quality assurance processes, and providing linguistic support to the extended production and translation teams to ensure high levels of client satisfaction
• Providing and presenting linguistic quality data insights to customers and internal stakeholders as needed

Skills and Experience

• Degree/certification in translation, linguistics, cross-cultural communication or related fields or equivalent work experience
• 1+ years of localization experience and industry knowledge
• Excellent English (C1 and above) as English is the primary working language for the position
• Customer service experience
• Strong organizational and analytical skills
• Able to organize own work efficiently and set priorities
• Good mitigator and able to avoid/prevent conflicts between stakeholders
• Provide clear and consistent communication with customers and internal teams
• Address any performance-related issues as well as customer escalations
• Able to meet deadlines and work under pressure
• Adaptable and flexible to a changing work environment
• Proficient computer skills (Word, Excel, PowerPoint, Acrobat, html, xml)
• Experience in the use of CAT tools is a plus (including translation memories, content management, and glossary and file management tools)
• Monitoring and mentoring of any assigned coordinator