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Job Responsibilities:

The Quality Program Lead is responsible for continuously improving customer quality experience and building close and trustworthy relationships with Welocalize customers. The Quality Program Lead is responsible for the quality strategy for the Squad based on the client requirements. The Quality Program Lead may guide a team of quality representatives to ensure fulfilment of those requirements. The quality strategy should always be based on the Welocalize Four Principles, Customer Obsession, Relentless Innovation, Winning Together and Commitment to Excellence. The Quality Program Lead leads the quality discussions with the customer in terms of overall quality strategy and in the planning of new quality initiatives. This role is accountable for achieving assigned Quality Objectives and Key Results (OKRs).

MAIN TASKS & RESPONSIBILITIES

The following is a non-exhaustive list of accountabilities and responsibilities of a Quality Program Lead:

• In collaboration with Squad Lead and Quality Manager define quarterly Squad Quality OKRs in alignment with the company OKRs. 
• Define actions and coordinate quality representative responsibilities based on achieving OKR results. identify actions.
• Oversee measurement and reports on Squad quality OKR result progress at the required cadence.
• Proactively identify actions and opportunities to achieve and exceed objectives.
• Design and lead implementation and delivery of client quality account strategy.
• Monitor Squad quality metrics (KPIs). Oversee and support the Quality Manager in the implementation and execution of process improvements resulting in increased quality output, customer satisfaction, efficiency gains and resource quality of deliverables.
• Oversee and lead quality issue management: client escalations, CAPAs initiatives, vendor performance or internal quality escalations.
• Point of escalation for customer and Squad team members on quality issues.
• Responsible for training of new quality team members on Squad and customer-specific instructions and processes.
• In collaboration with the Partner Engagement Manager, support the quality team on supplier alignment on accounts managed by the Program Squad(s) on which they are assigned.  
• Lead supplier performance management efforts for continuous improvement. Supplier Performance is inclusive of OTD, time-to-accept task, language quality, adherence to instructions, etc.  
• Support Quality Manager or lead conversations with customers regarding quality while anticipating their needs, analyzing root causes, performing corrective and preventive actions, and escalating matters.
• Own and support the Quality Manager in maintaining client-facing relevant documentation relating to language quality.  
• Oversee and support the setup of quality framework and account plan creation.
• Support Quality Manager or lead communication of customer language & content type capacity needs to the Language Services Team. 
• Support the Quality Manager or lead collaboration with the Language Services Team to initiate a Quality Improvement Plan (QIP), RCAs or CAPAs, as needed.
• Oversee regular quality measuring for clients with LQA SLAs/commitments. 
• Regularly prepare and present quality reporting to clients as needed. 
• Lead the development of customer initiatives, internal initiatives, or new processes and actively assess current processes to drive process improvements. 
• Where required support the Squad Group Lead in RFP or new business quality support requests. 
• Effectively manages escalation from their team in times when standard operating procedures are not able to address customer dissatisfaction.

REQUIREMENTS

• Flexible attitude and proven experience in a fast-paced, client-centric environment, ideally in the translation or localization industry.
• Proven ability to lead diverse teams, both local and remote.
• Demonstrated success at managing quality on large accounts and/or projects.
• Has a wide knowledge of the principles, practices and processes in the entire Quality Team.
• Knowledge of Translation Memory tools, Translation Management Systems and Machine Translation Post-editing processes and tools.  
• Excellent communication skills with the ability to present structured arguments to diverse audiences, incl. colleagues, customers and vendors, and influence others. 
• Knowledge of the language services industry and a keen interest in its technology, process, competitive landscape, and emerging trends.
• Adept at data literacy; ability to understand and utilize data to make decisions.
• Experience with quality strategy and is focused on quality planning impact.
• Strong in problem solving with attention to time constraints while being accountable for the quality of the deliverables.
• Problem-solving mindset that can proactively assess and mitigate risk. Creative thinking in identifying areas for improvement is desirable. 
• Solves standard situations independently and leads the solution of difficult to complex situations with the support of the quality team, in-line with company policies and procedures.
• Ability to prioritize ongoing projects, based on business needs and urgencies that can arise.
• Encourages teamwork and understands the need to share knowledge.
• Excellent English communication skills (written and verbal).
• Experience with partner and customers direct communication a must.
• Experience in Agile Methodology and/or Lean Six Sigma is an advantage.
• Demonstrated experience in informal management of teams.
• Minimum of a Masters degree or equivalent experience.

KEY COMPETENCIES REQUIRED FOR THIS ROLE

• Ability to think strategically and articulate ideas and plans with the professional maturity to participate at senior management level.

• Can develop a quality program plan and sequence of events.
• Can lead customer quality meetings and capture requirements and set success factors.
• Takes ownership for driving progress (weekly) and can make informed decisions.
• Can drive quality change on an existing program, across processes, roles and expectations.
• Shows good negotiation skills and situational awareness.

• Provides mentoring & coaching to quality squad team members.
• Requires customer centric approach and attitude.
• Encourages empowerment of the team.
• Is process driven and can change strategy as needed to meet customer needs.
• Exhibits empathetic leadership skills.
• Understands the importance of Objective & Key Results (OKRs) and is results orientated.
• Proactively develops clear solutions to complex problems.

Additional Job Details: