Quality Assurance Programs Manager

Founded by CEO, Mohamed Hussein, in 2013, Piedmont Global Language Solutions (PGLS) is a minority-owned Language Services Provider (LSP) dedicated to advancing the global mission and interests of its partner businesses and institutions. 

PGLS is a leading provider of comprehensive multilingual Translation, Interpretation, and Language Training solutions in over 200 languages and dialects. 

Headquartered in the Washington D.C. area with team members spanning eight time zones and five continents, PGLS embodies a passion for language and a commitment to excellence. 

At PGLS, we are committed to a culture of investment, serving our mission and the missions of those we serve. Our commitment is guided by three uncompromising foundational core values of respect, responsibility, and results.

RESPECT:  We treat others with professionalism, dignity, and respect. We communicate clearly and honestly while fostering an environment of growth and innovation.
RESPONSIBILITY:  We lead by example, considering the impacts of our actions on each other, our partners, and our global community. We are accountable and take ownership of our actions and decisions to promote a solutions-oriented environment.
RESULTS:  We are committed to a people centric approach, establishing lasting partnerships and proactively delivering exceptional services, advancing the global mission and interests of those we serve.

Our culture is ambitious, supportive, and bold.  We solve problems faster by sharing insights and knowledge with each other. Our team is talented and driven; always taking opportunities to both teach and learn as we challenge each other.  We celebrate success and recognize those who go above and beyond. We are PGLS!

Due to our significant and exciting growth, we are looking for an experienced Quality Assurance Programs Manager to support the overall organization and the Director of Language Services. In partnership with corporate functional areas and the language services leadership team, The Quality Assurance Programs Manager will be responsible for developing a Quality Assurance program that reflects the organization's values and accomplishes departmental objectives surrounding language service delivery. In this role, you will own, design, execute, measure, and improve QA programs end to end. In the process, you will build a Quality Assurance team that ensures the organization delivers an exceptional customer experience.  

The ideal candidate has deep expertise in quality assurance for language services, including ISO certifications and other language industry standards and two or more of the following: linguist testing, linguist resource acquisition and vetting, linguist training, localization project management, translation project management, and language training.

This is a hybrid position for candidates located in the greater Arlington, VA, Minneapolis, MN, or Spokane, WA areas. Candidates located outside of commuting distance to our Virginia, Minnesota, or Washington offices will be 100% remote with occasional travel to our office locations. 

Duties and Responsibilities:
All of the below functions are essential for this position. 

  • Utilize best practices and tools from across the industry to ensure the highest standards of service for all language service clients.
  • Measure KPIs and deliver insights to support Leadership on the opportunities and risks in service quality.
  • Develop, implement, and manage a scalable Quality Management System across various lines of services and industry verticals.
  • Champion, role model, and embed PGLS’ cultural principles (respect, responsibility, results, and customer-centric) as we scale globally and across new offices and client accounts.  
  • Oversee the recruitment of and conduct training for quality control personnel to ensure an effective work unit.
  • Evaluate project specifications across service lines and formulate risk-appropriate QA strategy.
  • Manage PGLS ISO, ASTM, and similar compliance programs, including certification and recertification requirements.
  • Initiate and execute both the PGLS English and Foreign Language Testing and Certification project to include creating assessments, setting grading standards, overseeing proctoring procedures, and correcting and grading assessment tasks.
  • Conduct Linguistic Risk Analysis and develop specifications and guidelines for freelance translators and QA professionals
  • Develop a vendor logbook to rate linguists based on quality and turnaround time; share the feedback and quality assessments with in-house project teams and vendors.
  • Coordinate with functional business units within PGLS to resolve any issues facing the quality control area; extend assistance to the same departments when requested.
  • Update and upgrade existing welcome packages to reflect new quality standards, policies, and overall guidance.
  • Provide support for new vendors (individual linguists & companies).
  • Coordinate development and management of lexicons and glossaries.
  • Conduct quality control training for Managers and Admin Staff when needed.
  • Recommend and oversee cross-training activities to ensure no one area is left exposed at any time.
  • Other related duties as assigned.

Minimum requirements for the role:

  • B.A./B.S., preferably in education, engineering, or another quantitative discipline.
  • 8+ years professional experience, including 3+ years managing quality functions of a project or program.
  • Strong program management skills, including, cross-functional leadership, systems. thinking and process design, and data-driven decision making.
  • Flexible, proactive, and adaptable within ambiguous environments.
  • Excellent written and verbal communication skills.
  • Ability to manage internal and external reviewers and Quality Control teams.
  • Demonstrated ability to manage multiple projects simultaneously and in a fast-paced environment.
  • High attention to detail, efficient time-management, and strong organizational skills.
  • A strong sense of teamwork and the ability to build good relationships.
  • Self-starter, quick-learner, quality-focused and proactive.
  • Understanding of differences in cultures and languages.

The ideal candidate also has:

  • Project Management Professional (PMP) or Agile Project Management Certification.
  • Lean Six Sigma Greenbelt or higher certification.
  • Experience and understanding in localization project management and best practices.
  • Experience managing LQA as well as subject matter expert review implementation.
  • Experience with Language Quality models such as MQM and DQF.
  • Experience using localization CAT tools as well as Language Quality tools.
  • Experience managing Translation Memories and Glossaries, Style Guides.

Benefits:

  • Medical, dental, and vision insurance
  • FSA and dependent care plan
  • Employer sponsored short term disability
  • 401K with employer match
  • PTO
  • 10 paid federal holidays
  • DoorDash DashPass membership
  • Commuter benefits for onsite employees – paid parking or metro contribution

PGLS is committed to equal opportunity in employment.

It is the policy of PGLS to provide equal employment opportunities without regard to race, nationality, or ethnicity (including color, caste, or ancestry), religion, sex, gender identity, age, disability, marital status, veteran status, sexual orientation, genetic information, pregnancy, or any other protected characteristic under applicable law.

As part of the company’s equal employment opportunity policy, PGLS will also take affirmative action as called for by applicable laws and Executive Orders to ensure that minority group individuals, females, disabled veterans, recently separated veterans, other protected veterans, Armed Forces service medal veterans, and qualified disabled persons are introduced into our workforce and considered for promotional opportunities.

To request a reasonable accommodation during the recruitment process, please reach out to PGLS at [email protected]

Information
Send Application or Questions to

https://pglsinc.zohorecruit.com/recruit/[email protected]&embedsource=CareerSite


Accepting Applications Until

26 May 2022


Location

Remote


Internship

No