NOTE: This job can be done remotely from anywhere in the US

Position Overview:

Reporting to the Vice President of Questel Translation Services, and as an integral part of Questel’s Operations Team, this role is responsible to manage the quality of translation operations in the USA and EMEA region, both internal and external. This role also focuses on business objectives and spearheads planning and execution internally to ensure Questel services are delivered on time and with the utmost quality.

Principal Duties & Responsibilities:

• Establish a corporate approach that promotes customer satisfaction and that positively impacts the financial performance of the company
• Partner with the Sales Team to assist in the acquisition of new clients or new business within existing clients
• Meet with key clients regularly to maintain a strong relationship, understand client needs and work with production team to meet those needs
• Develop and maintain the necessary tools, processes and teams to exceed customer expectations
• Champion continuous improvement efforts and defect reduction initiatives to establish an effective Quality Management System (QMS)
• Serve as the primary quality control resource for problem identification, resolution, loss reporting and continuous improvement
• Oversee production staff to include managing Project Management, Translation Coordination and Language Services in the US/EMEA region
• Establish and implement KPIs for monitoring effectiveness (process capacity, measuring quality and throughput)
• Ensure the proper usage of Questel systems to obtain statistical data to forecast trends that will affect improvement of product quality and report to management on quality issues, trends and losses
• Develop quality-planning methods for all product lines and participate in internal and external quality audits
• Work together with other Directors in the global Questel Translation Services organization to identify and address best practices, risk, and opportunities
• Work on special projects and other duties as assigned by management

Qualifications & Skills:

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 function.

Education and Experience: At a minimum, a bachelor’s degree in Science, Technology, Engineer or Mathematics, or equivalent work experience. Professional translation experience or other similar language industry experience also required, or any combination of education, experience and training which provides the following knowledge, skills and abilities:

• 8+ years’ experience in system implementation and management with at least 5 years’ experience leading a large, collocated team
• Diverse knowledge of Project Management methodologies and practices, techniques, and documentation
• Demonstrated skill in client communications, negotiations, and problem-solving
• Able to actively participate in meetings with sales team and customers
• High motivation, willingness to take initiative and complete assignments
• Excellent written and verbal communication skills
• Experience in statistics, Six Sigma black-belt or PMP certified, and a proven track record of business performance improvement preferred
• Excellent analytical and organizational skills
• Highly developed interpersonal skills and dynamic presentation skills
• Passionate about Questel’s mission and impact
• Ability to exercise tact and diplomacy in organizational settings
• Willingness to occasionally manage production during non-standard hours
• Ability to effectively multi-task in stressful situations
• Fluent in English
• Fluency in a foreign language or skill in translation/legal industries

Supervision Received:

Supervision is provided by the VP of QTS

Supervision Exercised:

IP Program Teams (Project Management), Translation Coordination Teams, and Language Services Teams in USA/EMEA

Physical/Sensory/Mental Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.

• Consistently standing and/or sitting with the ability to meet with other team members
• Consistently operating a computer and other office productivity machinery
• Remembering names and details
• Maintaining confidentiality of all information that is or will be confidential and proprietary to Questel or Questel’s clients

Additional Requirements:

Verification of identity and criminal records check

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Questel

Equal Employment Opportunity - All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.