Customer Quality and Performance - Senior

Job Purpose

This is a client-facing role that focuses on linguistic quality onboarding, strategy, processes, quality data analysis and quality data reporting to meet each of our clients’ quality expectations.

You will be working on linguistic processes and with linguistic assets (e.g., terminology, style guidelines, translation memories) that enable the translation teams to deliver the highest quality work in the most productive manner.

Your role will include strategic linguistic quality onboarding for new clients, including AI linguistic solution exploration.

As an individual contributor, you will support one or several accounts at the discretion of your manager. You will collaborate with team members and internal teams, support the drive for continuous process improvement and address client linguistic quality escalations through to closure.

About Transform

At RWS, we enable the world’s largest enterprises to communicate with global audiences through cutting-edge language technology, AI-driven solutions, and expert services. Our RWS Transform division empowers organizations to accelerate digital transformation, scale global content, and unlock growth in every market.

Key Responsibilities

• Supports and delivers guidance and consultancy to client services teams, externally with clients, and internal stakeholders through a range of quality and linguistic framework management services.
• Designs improvement plans to optimize quality and language processes relevant to client specific requirements.
• Documents and maintains the quality strategy for each account into a ‘Translation Brief’ and rolls out to all Linguistic Leads and other stakeholders.
• Monitors overall performance and adjusts strategy to ensure RWS delivers the best possible outcomes.
• Creating and maintaining linguistic assets (e.g., terminology, brand and style guidelines, translation memories) that enable the translation teams to deliver high quality work.
• Working with RWS proprietary and 3rd party CAT, TMS, and QA tools, methodologies and settings such as Smartling, XTM, Phrase, Xbench.
• Advises internal stakeholders, project managers and the translation team on time and cost estimates, methodology selection, and the use of technology that best meets the project specifications and client requirements.
• Managing and reporting on KPIs and other measures of quality performance.
• Risk management.

Skills & Experience

• Minimum of 3 years as a translator or other role in the localization industry with a linguist background.
• In-depth knowledge of working with linguistic assets, linguistic asset strategy, QA methodologies, and risk management.
• Familiarity with using CAT and QA Tools.
• Excellent writing and verbal skills with native level English fluency, strong linguistic background, and proficiency in additional languages.
• Works collaboratively and uses a positive approach to achieving goals.
• Excellent command of MS Office.
• Analytical skills, working with quality data to grasp issues and draw conclusions.
• Systematically and logically weighs options to resolve problems.
• Attention to quality & detail, initiative-taking, and problem-solving approach.
• Diligently completes responsibilities, producing high quality results.
• Clearly conveys information and ideas in a manner that engages others.
• Demonstrates belief in their own abilities and knowledge and can work with minimal guidance.

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS Values 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.

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