Language quality manager (Latin America, remote)

About:

Acclaro is a translation service and platform that helps the world’s leading brands succeed across cultures. Through a fine-tuned process, top industry talent and leading technologies, we make a long-term investment in our clients’ global brands.

Working in over 125 languages and with offices around the globe, Acclaro helps clients open new markets and gain a competitive edge by expertly adapting their brands and products with fast, high-quality translations.

Description

The Language quality manager is responsible for monitoring and improving overall vendor quality performance. This includes advising on the best course of action following client escalations, as well as following up with translation teams and reporting on quality-related data.

The role involves planning and executing quality-related projects of varying scopes for one end customer. This requires investigation and follow-through with external and internal resources, organization, critical thinking, and cross-functional collaboration to ensure successful project outcomes

Location: Remote, LATAM
Working hours: 9 am to 5 pm AST (GMT -4)
Reports to: Program lead

Responsibilities

• Develop and maintain quality-related processes
• Define cost-effective and account-specific LQA strategies (with support of the Program lead where required)
• Work closely with the PMs coordinating the full cycle of LQA reviews, advising on resources and schedule
• Manage day-to-day relationships with clients on quality matters; provide regular status reports, and proactively offer solutions to ensure customer satisfaction
• Monitor client feedback; provide RCAs and CAPAs if needed; manage linguistic implementation of changes and arbitration as needed
• Collaborate with PMs and Language leads to track and triage queries and client responses
• Document and update quality and linguist-related workflows and trackers
• Monitor internal feedback from Editors and Project managers regarding translator quality; prepare change reports and provide feedback and retraining as needed
• Track and analyze vendor performance, identifying patterns and training gaps
• Conduct quality evaluations as requested by clients
• Onboard linguists and ensure they complete all mandatory training sessions
• Select, train, and assign monthly tasks to Language Leads; coordinate and attend monthly group calls
• Gather and communicate linguist availability to production team
• Own style guides and glossaries, including updates, sweeps, and backup

Requirements

• 3+ years’ experience in quality management within the localization industry
• Bachelor’s Degree in related field or equivalent military or professional experience
• Full professional proficiency level in English
• Experience in vendor management, including implementing quality measures
• Experience working on the vendor side of localization
• Excellent oral, written, and interpersonal communication skills and awareness of cross-cultural issues
• Resourceful, creative, and well-organized with an ability to prioritize and proactively offer solutions
• Strong computer skills, including Microsoft

Desirable

• Experience with TM Tools.
• Proficiency in at least one additional language other than English

Acclaro is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic as outlined by federal, state or local laws. We make hiring decisions based solely on qualifications, merit and business needs at the time.