About The Role:

Under the general supervision of the eCOA Solutions Lead, the eCOA Solutions Process Consultant is a key member of the Linguistic Validation team and is responsible for working directly with LV sponsors, eCOA providers, and relevant RWS Life Sciences staff. The LV eCOA Solutions Process Consultant is responsible for designing creative eCOA process solutions, implementing optimal eCOA processes, and building and improving relationships with eCOA providers and LV sponsors.  The position regularly meets with teams to discuss open and emerging business issues related to eCOA projects and systems, makes recommendations for improvements and leads on their implementation.

The eCOA Solutions Process Consultant serves as eCOA subject matter expert building and maintaining a knowledge repository, collaborating with cross functional teams, and developing and presenting thought leadership and other external facing materials. The position will generate and update documentation required to support the organizations ISO system, complete special projects, and provide guidance and training to others.

Responsibilities:

Process Solutions Development

• Works closely with eCOA providers and LV sponsors to build collaborative relationships, and identify pain points and inefficiencies in current processes in order to define, create and present improved creative technological and process-based solutions.
• Maps linguistic validation service offerings to specific eCOA provider and LV Sponsor requirements through the development and implementation of solutions that meet expectations for technical competency, process innovation, and quality while considering cost, turn around and resource utilization requirements.
• Identifies, develops, implements and reviews effectiveness of current and new eCOA processes, including for new services, in collaboration with others and with Management approval. Collaborates in the CAPA process with cross-functional teams.
• Reviews and analyzes current metrics in order to identify trends, and suggest process improvements.
• Understands and adheres to company Quality Management System (QMS) requirements including but not limited to ISO 9001 and ISO 17100 standards.

Relationship Management

• Contributes to building and improving relationships with eCOA providers and LV sponsors in collaboration with sales, account management and operations personnel.
• Actively participates in client meetings and contributes responses to written proposals.

Subject Matter Expertise

• Serves as an eCOA subject matter expert and resource for Services and Operations teams to assess new eCOA provider relationships and processes, resolve pain points for existing LV sponsors, and provide support to production and technical teams in process.
• Provides training to others on eCOA related topics including eCOA solution training to members of the LV team as needed.
• Provides support to internal teams with regards to eCOA providers and their needs
• Formulates, interprets, implements, and maintains an eCOA Knowledge Repository. Continually reviews and updates repository as appropriate.
• Develops ISO documentation tracking specialized connections between specific sponsors and eCOA vendors
• Develops external facing process documentation ensuring relevant description and understanding of complex topics with consideration to audience.
• Assists Marketing in the development of external facing collateral relating to our LV service offerings through the creation and review of content material.

Thought Leadership

• Participates in public thought leadership presentations, as well as authorship and collaboration on white papers, social media, and other resource content.

 Requirements:

• Ability to communicate with, train and lead employees through changes in procedures, clients requirements, and other production processing issues.
• Ability to make decisions 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 understand, apply and use personal computers and software applications (e.g. Microsoft Word, Excel, PowerPoint, 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 establish and maintain cooperative working relationships.
• Ability to exercise discretion and independent judgment in relation to performance of work responsibilities, working with minimal supervision.
• Ability to maintain confidentiality of information regarding company financial and other information.
• Ability to resolve customer service and production issues in a professional and efficient manner.
• Quality focus and detail oriented.
• Ability to determine root cause analysis.
• Ability to exercise discretion and independent judgment in relation to work responsibilities, working with minimal supervision.

Qualification Profile

• Desirable: Four-year college/university degree in Business, English, Foreign Language, Social or Applied Sciences, or other related field.
• Five or more years demonstrated successful experience coordinating complex projects within the localization or translation industry.
• Minimum of three years demonstrated successful experience leading and processing eCOA projects.
• Successful customer service/client facing experience, generally a minimum of four years, including at least three years’ experience within the translation industry. 
• Demonstrated successful leadership or mentoring experience, minimum two years.
• Advanced computing skills, including experience with TRADOS or other translation management tools (CAT, or Computer Aided Translation tools), publishing applications (e.g., Frame-Maker, InDesign, etc.), and eCOA vendor working files (e.g. JSON, XML, etc.).
• PMP Certification a plus.
• Verbal and written fluency in at least one foreign language a plus.

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.   

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.