Job expirat
Role:
Lingo24’s QA manager will reduce the number of quality issues raised (both those only perceived and those upheld after investigation) as a percentage of all project items undertaken. Working with Project Management, Linguist Recruitment, Account Management, HR (Training) and I.T. department managers, the QA manager will investigate and solve any issues which impact on client satisfaction (to include timeliness, for example). S/he will also propose how we can implement policies/checks/technologies to be sure such issues do not re-surface again). A key part of the role will be to define, and implement, a way of measuring the company’s success in improving quality standards.
Specific tasks
- investigate, in detail, all quality issues as soon as they arise and produce report*
- co-ordinate regular QA meeting to distill ideas from around company into solid actions
- produce proposal for change, and seek approval on its implementation
- oversee implementation of approved changes
- measure effectiveness of changes wherever possible, and report on this
*report format to be established, but investigation will be thorough and include liaison with all those involved – client reviewer, Account Manager, Project Manager, LCC (Language Combination Controller) and the relevant translator/editor. Report will include initial recommendations on new policies/checks/technological solutions. These recommendations – and others approved would be incorporated into a monthly proposal for change, the size and comprehensiveness of which will vary month-to-month.
Place in Company Map
QAG will report to Lingo24’s Operations Manager as one-person department. There will be very close interaction between the QAG and other Departmental Managers.
Key Performance Indicators
1. Reduction in % of project items which result in a justified quality issue.
2. Reduction in % of project items which result in a perceived quality issue.
3. Increase in % of test pieces which are positively received.
4. Increase in % of clients willing to accept price rises.
5. Increase in repeat business levels e.g. companies ordering once and then coming back and ordering a further 5 times.
The successful candidate’s skills, experience and personality
- experience helping a company working towards, and implementing, quality standards
- demonstrable obsessive attention to detail
- fluent spoken and written English; German an advantage; pleasant manner
- experience providing input on, or indeed, designing processes regulated by software
- dispassionate; an analytical, logical and inquisitive mind; high levels of organisation
- a pride in quality; a love of language; a drive to find ‘the best way’.
Salary: Will depend on experience, but will be competitive and rewarding.
Benefits: Meal tickets, well-being benefit and team building activities.
Translation services
Lingo24 is a growing and respected UK translation company with major global accounts. It has full-time employees throughout the UK, in Europe, in New Zealand, in China and in Panama. The company has around 60 staff in Timisoara and 70 staff worldwide.