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Quality Manager

Warsaw, Masovian Voivodeship, Poland

Quality Manager

  • Warsaw, Masovian Voivodeship, Poland
Language Quality Services (LQS) provides language quality programs that meet the customer needs, push beyond status quo bias, and adhere to the client's Quality Model framework. The LQS Quality Manager (LQM) is a key member of one or several account teams. The LQM is responsible for the creation, implementation, development, and oversight of the language quality program. Language quality deliverables include linguistic quality, alignment with client requirements, extending through to the quality program provided by LQS.

This is a client-facing role and the LQM will play an active role in quality planning for strategic accounts, working closely with the Program Director.

  • Own the Language Quality Program of overall linguistic quality for all languages on the account;
  • Act as main interface for any quality and process matters between the client and the account team;
  • Develop, implement and maintain a quality plan in accordance with client requirements and with the key business drivers of the account team;
  • Research and deploy methods to improve quality and knowledge retention and management;
  • Build programs that work within the cost constraints of the account;
  • Work closely with the Community Management team to ensure that LQA reviewers assigned to the account add value and are in line with the account requirements and content types and provide input if resources do not perform, remediation efforts have failed, and a replacement team is needed;
  • Monitor and control the team performance of reviewers from a service point of view, engaging with the project management team to seek their feedback;
  • Define client-specific vendor model and work closely with the LOC team to ensure translation resources assigned to the account are in line with the account requirements and content types, mindful of the fact that requirements may vary substantially from division to division within a single account;
  • Provide input on management of existing linguistic assets (glossaries, style guides, TMs, etc.), processes and related issues;
  • Perform language analysis at the customer RFI, RFE, and RFQ stage to advise on process and resource model impact;
  • Customize client instructions or create instructions as necessary in-house to ensure that the reviewer teams are clear on process methodology, translation/review technology, and deliverables;
  • Analyze quality issues and determine further actions through Root Cause Analysis (RCA);
  • Report on quality trends and action plans in Account team meetings and Quality team meetings;
  • Actively participate in quality calls with vendors and the client;
  • Analyze processes and provide input on potential risks and possible solutions to project management team for upcoming projects;
  • Participate actively in client meetings (QBR, etc.) and new client engagements (RFP's, face to face client presentations on quality management, etc.);
  • Create and maintain training program and materials, including an on-boarding program for new teams;
  • Create and maintain process and quality control documentation, build a knowledge base and own the language quality section of the portal with development and engineering team to define account-specific processes and help to identify tools to support translation and reporting needs;

  • Experience in leadership roles (minimum 3 years) and proven track record in Localization Vendor Management, Language Team Management or Quality Management specifically (minimum 5 years);
  • Fluent in at least one language (preferably two) one of them being English (both written and spoken, in a wide range of registers);
  • Ability to communicate at all levels with internal teams and clients; to write high-level, client facing and internal reports, as well as to create and deliver solid client presentations;
  • Results-driven work ethic with a high level of energy and enthusiasm;
  • Proven experience in development of processes and ideas;
  • Team player and team builder with the ability to problem-solve, show initiative and influence others;
  • Ability to apply original thinking and creativity to improve and enhance the processes or methodologies used;
  • Willingness to constantly analyze the way we do things -to challenge conventional wisdom and seek new ways to gain incremental improvements;
  • Excellent computer literacy skills and strong inclination to use technology to collaborate in a community, collect feedback, analyze data and automate data management steps;
  • User of tools to manage metrics, reports and cost calculations;
  • Excellent understanding of Translation Memory tools and Translation Management Systems (TMS). A good understanding of Machine Translation (MT) engines and MT Post-editing (processes, tools, schedule and budget impact) is a plus;
  • Experience in financial management and budget to account specific management;
  • "Can do" attitude in a fast-paced environment;
  • Solid working knowledge of CAT tools and MS Office suite.

We offer:

  • Full time job contract with benefits package (including private medical insurance, sport card, holiday allowance, additional birthday day off);
  • Professional development opportunities in a multi-cultural environment - Lionbridge has offices in over 20 countries and many of these offices work collaboratively on projects, exposing our employees to a wide range of cultures and work styles;
  • Work in a creative team and friendly atmosphere;
  • Access to training platform.

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