Language Quality Manager (In-house)

Gurgaon, India /
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.

MAIN PURPOSE OF JOB
The Language Coordinator will support the client account teams on language quality related tasks and will be liaising directly with vendors and client contacts on language quality tasks, ensuring high quality deliveries to Welocalize clients. The Language Coordinator will be reporting to the Senior Manager, Language Quality.

MAIN DUTIES
Reporting
Produce quality reports with raw data obtained from Welocalize’s system following defined process
Create pivot tables to show fail rates, error trends and other data, as needed
Create comparative reports upon request
Create and maintain internal trackers
Produce and contribute to client-facing presentations for QBRs
 
Vendor test translations
Identify suitable contents for test translations and create test kits upon request
Evaluate LQA results from vendor test translations
Assess CVs and resource information from vendors and provide input on suitability
 
Certification program
With support from the PM and TPM, manage the client self-certification program
Create and maintain information in client’s system and Welocalize’s system
Provide feedback to client and Welocalize’s account team
Monitor certification status of all resources
 
Training and support
Provide on-boarding training to new vendors
Provide tool training to linguists
Provide day to day support for translation vendors and project managers (on query management tool, translation tools and escalation tool.)
 
Knowledge and asset management
Create and maintain instructions for vendors on processes, usage of tools, etc.
Create and document workflows for language coordination team
Assess and give feedback on client style guides and glossaries
Assess and give feedback on client on process improvements and automation potential
Author and send mass communication to vendors pertaining to process or account-specific changes
 
Communication
With support from the PM and TPM, organize and host meetings between translation vendors and 3rd party reviewers
With support from the PM and TPM, organize and host calls with client quality stakeholders and client reviewers
Participate in meetings with vendors to discuss issues and improvement plans
Participate in weekly meetings with the account team
Provide input on tools and processes upon request
Participate in meetings with the client as required
Participate in QBRs upon request
 
Fail follow-up with vendors
Monitor client review results and follow-up with vendors on projects where quality expectations are not met
Analyze RCAs provided by vendors and request clarification as necessary
Provide support to vendors with regards to preventive and corrective actions
 
LQA (Language Quality Assessment)
With support from the PM and TPM, define LQA schedules and plans
Analyze LQA scores and follow up with vendors on fails
 
Arbitration
Educate vendors on client review/LQA arbitration workflow and best practices
Provide support to vendors during arbitration process
Escalate delayed replies to client review arbitrations to 3rd party review vendor or client’s lead reviewers as needed
 
Escalations
Manage quality escalations from the client/PMs
Manage escalations from vendors
Escalate as necessary to Welocalize Language Quality Manager/Talent Program Manager

Cover for other LCs/SLC
 Act as cover or backup for other LCs or Senior LCs 

QUALIFICATION AND REQUIRED SKILLS

    • Education Level
    • Bachelor’s degree (B.A.) from a college or university in related filed (Translation, Applied Modern Languages).

    • Relevant skills
    • Fluent in English (both written and spoken, in a wide range of registers)
    • Good understanding of the overall localization& translation business
    • Excellent computer literacy skills and strong inclination to use technology to collaborate in a community, collect feedback, analyse data and automate data management
    • Good understanding of how Translation Memory tools works:  processes, tools, schedule and budget impact, understanding of Machine Translation Post editing is a plus
    • Team player with the ability to problem solve
    • Strong focus on accuracy and follow-up
    • “Can do” attitude
    • Results orientation