Language Quality Manager, Legal Services

Barcelona, Spain /
Quality – Language Quality /
Full Time
Welocalize enables brands to reach and grow global audiences through services and solutions for translation, localization, adaptation, interpretation, and automation. We offer multilingual solutions to transform all content types for local audiences, at every step of our clients’ global business journey. We have 1,500 global team members across offices in North America, Europe and Asia dedicated to helping some of the world’s largest brands operate and succeed internationally.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Quality Program
Ownership of the overall linguistic quality program for all languages on the account
Act as main interface for any quality and process matters for 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;  demonstrate quality program  ROI
Research and deploy methods to improve quality and knowledge retention and management
Manage the cost of quality and build programs that are sensitive to the cost constraints of the account
Work closely with the Talent Program Management team to ensure that LQA reviewers assigned to the account add value are in line with the account requirements and content types

Quality of Service
Monitor and control translation team performance from a service point of view, engaging with the project management team to seek their feedback
Put corrective actions in place where service falls short of expectations

Quality at Source
Define client-specific vendor model and work closely with the Talent Program Management team to ensure translations resources assigned to the account are in line with the account requirements and content types.
Own evaluation and management of existing linguistic assets (glossaries, style guides, TMs, etc.), query management and client instruction processes and related issues
Verify integrity and usability of new client assets before distribution to all the teams
Perform language analysis at the customer RFIs, RFEs and RFQs stage to advise on process and resource model impact
Customize client instructions or create instructions from scratch, as necessary, to ensure that translation teams are clear on process methodology, translation technology and deliverables
Establish query management workflow together with the Program Director
Define SME (Subject Matter Experts) requirements based on source complexity and content type

Analytics and Reporting
Manage data on quality and vendor performance, produce statistical quality reports and create related documentation plus RCA where needed.
Research and develop methods to solicit client feedback
Provide input to Talent Program Management and account team if resources do not perform, remediation efforts have failed, and a replacement team is needed
Report on quality trends and action plans in Account team meetings and Quality team meetings and 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
Actively participate in the Quality Group forums and collaborate with other Quality Managers and Talent Program Managers in improvement initiatives

Client engagement
Engage with client reviewers to define and agree on quality program and drive arbitration processes and present in client meetings and calls.
Author client facing documentation related to the quality program, e.g. corrective action plans, pro-active improvements, trends, any innovation that brings value, etc.

Training, development and knowledge retention /management
Identify training needs for translation teams and create and maintain training program, 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
Liaise with development and engineering team to define account specific processes and help to identify tools to support translation and reporting needs

People management
With support from the Head of Language Quality; supervise, coach and mentor the Language Coordinator(s) assigned to the account
Carry out supervisory responsibilities with support from the HLQ in accordance with the organization's policies and applicable laws. These include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

QUALIFICATIONS AND REQUIRED SKILLS:

Experience in leadership roles an advantage and proven track record in Localization Vendor Management and Language Team Management or Quality Management specifically (> 1 year)
Recommended experience in language services in the Legal/IP area.
Fluent in two additional languages, one of them being English (both written and spoken, in a wide range of registers)
Knowledge of main CAT tools, i.e. XTM, MemoQ, Trados, etc.
Knowledge of X-bench and/or other Language QA tools
Working experience in an ISO quality certified translation company
Proven experience in development of processes and ideas
Willingness to constantly analyze the way we do things –to challenge the conventional wisdoms and seek new ways to gain incremental improvements
Strong management and negotiation skills are a must
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 managing projects an advantage

Other relevant skills
Excellent communication skills with the ability to influence
Excellent literacy skills both written and verbal.
Strong sense of ownership of the designated client accounts(s)
Ability to adapt in changing work environment
Ability to consider multiple perspectives in order to devise the most suitable customer and account strategies
Analytical skills with strong attention to detail
Ability to manage multiple priorities in a fast-paced, time-sensitive and deadline-driven work environment
Positive attitude towards automation and new technologies
Ability to apply original thinking and creativity to improve and enhance the processes or methodologies used by anyone in the organization

Key competencies:

Actively Drives their projects and teams and has a positive Impact
Shows good Negotiation Skills and Situational Awareness
Understands the importance of SMART objectives and is Results Orientated
Can establish & Develop Processes and procedures as part of a client program
Team player and Team Builder with the ability to problem-solve, show initiative and influence others
Can do” attitude
Results driven work ethic with High Energy and Enthusiasm levels