Customer Quality Senior Associate Job profile

Overall Purpose of Role

Applies deep quality management, linguistic and localization expertise to support all key quality elements supporting customer satisfaction, revenue and margin growth through the managing and enhancing of all quality and linguistic framework components and processes. This is a client facing role requiring overall quality management skills and business acumen across named key accounts.

Key Responsibilities

• Operational Excellence – Provides a range of quality and linguistic framework management services with regards to process governance and best practices to ensure that Language Services deliverables meet quality standards and customer satisfaction requirements. Provides high quality and accurate analysis of content and data, develops effective and efficient methodologies for client projects/accounts to ensure a successful outcome and profitable for all linguistic and quality elements. Creates knowledge assets (e.g. terminology, style guidelines, translation memories) on quality, multi-lingual and language specific levels that enable the translation teams to deliver high quality work in the most productive manner. Advises internal stakeholders, project managers and the translation team on time and cost estimates, methodology selection, and the use of technology that best meets the project specifications and client requirements.

• Delivers Quality, Value, Results – Drives global Quality programs ensuring customer requirements are met and supports customers on how to improve and innovate. Develops Quality processes as well as KPIs and other measures of performance that ensure quality standards and requirements are achieved. Designs improvement plans to optimize quality and language processes relevant to client specific requirements. Creates and uses quality data to manage customer expectations and support quality compliance. Monitors progress vs. goals and ensures gaps are resolved in a timely manner.

• Functional Excellence – Works with project teams to identify and implement ways to continuously improve quality and language services based on project experience and client feedback. Performs Quality Management functions, analyzing quality requirements, defining improvement/recovery plans and quality assurance processes, and providing linguistic support to the extended project management team) to ensure high levels of client satisfaction.

• Relationship Building – Promotes collaboration/information sharing within the Customer Quality team and across Language Services to ensure consistency/integration, and leverage expertise and ideas/innovations. Effectively collaborates and communicates with sales, project teams, production and senior management on goals, projects and status to ensure all stakeholders are appropriately engaged and informed.

Professional/Technical Expertise & Competencies

• Wide experience with linguistic asset management, QA and methodologies, process improvement and risk management
• Excellent writing and verbal skills with native level English fluency and strong linguistic and management quality background
• Excellent command of MS Office
• Customer Focus. Demonstrates concern and takes action for meeting and exceeding their customer’s expectations and requirements.
• Analysis. Examines data to grasp issues and draw conclusions.
• Planning & Organizing. Defines, plans, schedules and controls work for self and/or others to ensure the accomplishment of objectives.
• Problem Solving. Systematically and logically identifies and weighs options to resolve problems, generating solutions after reviewing all relevant information, including risks and the impact of potential solutions.
• Process Orientation. Follows processes, placing a priority on how things are done.
• Attention to Quality & Detail. Diligently completes responsibilities, producing high quality results.
• Collaboration. Works collaboratively and uses a positive approach to achieve goals.
• Communication. Clearly conveys information and ideas through a variety of media and in a manner that engages others, helping them understand and retain the message.
• Professional/Technical Expertise. Applies technical and professional knowledge, skills and judgment to accomplish results.