11 October 2024

Senior Quality Manager (Remote) - LATAM Based

For applications, please go to the following link:

https://apply.argosmultilingual.com/job/347

As a Senior Quality Manager, you will be responsible for defining and implementing the Quality strategy tailored to the needs of your client accounts in line with the Global Quality Strategy and client requirements. You will support the team under your responsibility in their daily duties, advising when more seniority is needed and providing the means for work by liaising with the necessary internal teams in the organization, advocating for the department’s development.

In your role as Senior Quality Manager (Remote), you are responsible for:

Quality Processes

· Design and drive all types of linguistic Quality services required for the Account(s)/Client(s) under your responsibility.

· Create the means for ensuring continuous and proactive development of the Quality team under your responsibility:

· Ensure the existing know-how and experience is leveraged.

· Foster proactive development, design and implementation of Quality Management, specifically in the expert areas of, such as Terminology, implementation of efficient, use-case driven Quality Evaluation and Quality Control activities.

· Enable team members to enhance specific fields of expertise, such as terminology management, inclusive language and cultural appropriateness, as well as SEO.

· Liaise with the Program Managers to make sure Clients’ needs are being met.

· Support and proactively enhance the initiatives outlined by the Quality Leadership Team, your manager and the company’s top management.

· Be responsible for creating a continuous maintenance of the Quality services workflows on the assigned accounts.

· Be responsible for implementing a strategy that ensures service Quality KPIs set by the Clients are met and internal stakeholders are satisfied.

· Act as the escalation point in case of complaints related to the performance of your team.

· Ensure efficient utilization of your team members with regards to their skillsets and expertise.

· Foster and promote collaboration within the Quality department, other departments under Shared Services and in the Company.

· Monitor budget and take necessary actions to assure profitability of the projects.

· Create documentation and train stakeholders as needed. Actively contribute to creation and centralization of processes related to Quality management and expert linguistic services.

· Prepare monthly/quarterly key information for Client meetings, as requested by the Lead Quality Manager and Program Managers.

· Ensure quality data created through in various quality control steps are captured and analyzed with the goal to continuously improve the quality of the control checks and steps and proactively address quality risks due to low-performing service providers.

Client Satisfaction

· Participate in resolving Client's complaints, both as a member of a CAPA team and as the owner of the corrective and preventive actions defined.

· Explore and assess Client’s requirements / expectations related to Quality and expert linguistic services.

· Collaborate with the Lead Quality Manager (and Global Quality Director, if applicable) to act as an expert advisor / consultant for Production owners and/or Sales reps towards Clients and Prospects.

· Collaborate with the Lead Quality Manager (and Global Quality Director, if applicable) to define the quality management strategy for the Account(s)/Client(s) under your responsibility based on the latest industry Quality Management trends.

· Participate in Client feedback escalations, analyze feedback from translators and guide the project team through appropriate corrective action plan.

· Guide and support the account teams in implementing engagement programs and/or while onboarding or supporting their Client(s) to ensure the best quality management strategy and workflows are proposed and implemented.

Program Team Cooperation

· Create expert content on Quality-related KPIs, analysis of quality performance and trends, and on other expert services for Client’s business reviews and actively participate in business review meetings, if needed.

· Collaborate with other Quality Leadership Team to leverage existing know-how, tools and processes and foster synergy in designing quality-related solutions for the Account(s)/Client(s) under your responsibility.

· Support the production team(s) in new business opportunities including the creation of linguistic quality management support material.

· Collaborate and engage with Supply Chain Management team to ensure the right profiling and onboarding of the best-fit talent for the given Client’s/project needs and quality expectations.

· Help design test translation for new business opportunities by providing support to the account team ensuring that appropriate methodology, adequate resources and processes are in place.

Business Unit Cooperation

· Guide Quality Leads and Quality Specialists in setting up processes and workflows best suited for the specific Client's needs.

· Help establish a Communication Protocol with the Client, including Client's feedback acceptance and resolution.

· Be the point of escalation for all Quality issues.

Commercial Team Cooperation

· Support the team in new business opportunities through expert insights, industry knowledge and best practices, as needed for RFPs and sales pitches.

People Management

· Anticipate and communicate the needs identified for the team under your responsibility.

· Train, and support team members, advocate for upskilling and promote career growth.