Role Description

Reporting to a Language Delivery Director, the Language Quality Manager role supports the Language Delivery team in improving the quality of work delivered in one or multiple languages.

 

In tight collaboration with Client Services, Vertical Practice Leads and the Customer Quality and Performance team, the Language Quality Manager makes sure that linguists meet the quality expected. Recognized as a subject matter expert, applies advanced linguistic and technical expertise in addressing complex needs and problems.

 

Client Complaints

Client complaints are handled through Echo. Quality Manager is the focal point for all Echo records, gives consultancy for RCAs and CAPAs, act as department approver for all Echo records, supplies Echo records trends to management through Insight reports, provides support and participates in calls with local client reviewers together with the Lead and the Line Manager, and takes part in all Account Optimization Plans collaborating closely with account Leads and monitoring the progress of quality.

 

Quality Evaluation

RWS has a dedicated quality evaluation system in line with industry standards. Quality Manager manages third-party evaluations, controls any Quality Evaluation System process updates, coordinates or carry out monthly evaluations, and any other third-party evaluations upon request.

 

Test Translations

• Quality Manager checks translation test materials, allocates the test to the most suitable internal team, according to the test subject matter, and agree with Line Managers what translators are the best for each test.
• Quality Manager is accountable and responsible for the Translation Test process. He/She actively supervises the overall process as well as participating in the kick-off calls and final meetings with linguists.
• Quality Manager checks that all deliverables are correct (translated files, linguistic decisions, termlists, etc.) and signs off the delivery.
• Quality Manager keeps record of all test translations —names, dates, reference materials, etc. and helps onboarding new clients resulting from a test translation pass.

 

Other Activities

Strategic Translation

• Quality Manager translates or review strategic projects to help solving occasional issues (client complaints, lack of proper resources, etc.)

Account Analysis

• Quality Manager reviews process and materials of certain accounts in order to identify improvement areas to gain quality and efficiency while reducing costs.

Quality Training

• Quality Manager designs the presentations used for specific quality training purposes (evaluations, client complaints, etc.) and acts as a trainer for in-house and external linguists.

Source Analysis

• Quality Manager (or a delegate) analyses and comments source texts for test translations from their native languages to other languages. If this task is delegated, the Quality Manager is still responsible and accountable for the completion of this task. This task is sent by Client Services.

Recruitment

• Quality Manager (or a delegate) reviews candidate tests and attend interviews for selected candidates. If this task is delegated, the Quality Manager is still responsible and accountable for this part of the recruitment process.