Language coordinator

Job Description Summary
The Language Coordinator is the first contact point for language quality issues on the account and supports the PMs and translation teams. S/he monitors quality and follows up on quality concerns and executes the language quality strategy for the account. This is a client-facing and vendor facing role.

Job Description
Reporting

• Produce quality reports with raw data obtained from Welocalize’s system following defined process
• Create pivot tables to show fail rates, error trends and other data, as needed
• Create comparative reports upon request
• Create and maintain internal trackers
• Produce and contribute to client-facing presentations for QBRs

Vendor test translations

• Identify suitable contents for test translations and create test kits upon request
• Evaluate LQA results from vendor test translations
• Assess CVs and resource information from vendors and provide input on suitability

Certification program

• With support from the PM and TPM, manage the client self-certification program
• Create and maintain information in client’s system and Welocalize’s system
• Provide feedback to client and Welocalize’s account team
• Monitor certification status of all resources

Training and support

• Provide on-boarding training to new vendors
• Provide tool training to linguists
• Provide day to day support for translation vendors and project managers (on query management tool, translation tools and escalation tool.)
• Knowledge and asset management
• Create and maintain instructions for vendors on processes, usage of tools, etc.
• Create and document workflows for language coordination team
• Assess and give feedback on client style guides and glossaries
• Assess and give feedback on client on process improvements and automation potential
• Author and send mass communication to vendors pertaining to process or account-specific changes

Communication

• With support from the PM and TPM, organize and host meetings between translation vendors and 3rd party reviewers
• With support from the PM and TPM, organize and host calls with client quality stakeholders and client reviewers
• Participate in meetings with vendors to discuss issues and improvement plans
• Participate in weekly meetings with the account team
• Provide input on tools and processes upon request
• Participate in meetings with the client as required
• Participate in QBRs upon request
• Fail follow-up with vendors
• Monitor client review results and follow-up with vendors on projects where quality expectations are not met
• Analyze RCAs provided by vendors and request clarification as necessary
• Provide support to vendors with regards to preventive and corrective actions

LQA (Language Quality Assessment)

• With support from the PM and TPM, define LQA schedules and plans
• Analyze LQA scores and follow up with vendors on fails

Arbitration

• Educate vendors on client review/LQA arbitration workflow and best practices
• Provide support to vendors during arbitration process
• Escalate delayed replies to client review arbitrations to 3rd party review vendor or client’s lead reviewers as needed

Escalations

• Manage quality escalations from the client/PMs
• Manage escalations from vendors
• Escalate as necessary to Welocalize Language Quality Manager/Talent Program Manager

Cover for other LCs/SLC

• Act as cover or backup for other LCs or Senior LCs