Quality Control Manager

Client and supplier quality ownership

Act as the client contact for language quality matters across assigned program accounts. Monitor supplier delivery timeliness, task acceptance speed, linguistic quality and adherence to instructions, flagging performance below agreed thresholds.

Lead customer quality discussions, anticipate concerns and maintain relevant client-facing documentation. Take action when needed to meet client or internal quality service commitments.

Quality frameworks and corrective action

• Design and establish the account quality framework.
• Ensure glossaries, style guides, translation memories and other language assets remain maintained.
• Investigate root causes and coordinate corrective and preventive actions.
• Work with language services colleagues on quality improvement plans and risk escalation.
• Serve as an escalation contact when project managers face repeated missed supplier deadlines.
• Arrange or perform regular quality measurement where linguistic assessment commitments apply.
• Analyze content types when required.

If a supplier improvement plan is unsuccessful, the language services team informs talent procurement. Quality decisions should be supported by the relevant performance data and delivery history.

Capacity, testing and reporting

Communicate customer language and content-type capacity needs to language services colleagues. Provide the information they need to recommend new or replacement resources.

Gather the requirements needed for successful test translations and coordinate the handoff to the language services team. Prepare quality reports and present results to clients as needed.

Support client initiatives, internal projects and new processes, assessing existing methods for improvement. Train suppliers on client-specific tools where required.

Required experience and tools

Demonstrate experience in a demanding, customer-focused environment, ideally translation or localization. A successful record in localization vendor management, language management or quality management is required, together with sound knowledge of quality principles.

Practical experience should include translation memory tools, translation management systems and machine translation post-editing processes. Maintain an informed interest in language services technology, operating methods and industry developments.

Communication and judgment

Present structured arguments clearly to colleagues, clients and suppliers, and influence decisions through evidence. Understand and use data effectively, solve problems under time constraints and remain accountable for deliverable quality.

Manage multiple priorities in a deadline-driven environment. Proactively assess and reduce risk, handle routine situations independently and identify practical ways to improve processes.