Quality Excellence Lead

As a Quality Excellence Lead, you deliver expert linguistic support to clients and suppliers, facilitate the outsourcing of linguistic tasks to external teams, and ensure overall supplier quality performance within your assigned accounts. Your role involves advising Operations teams on addressing client complaints and internal escalations, following up with linguistic teams as necessary, and actively contributing to system and procedure improvements by identifying issues and proposing solutions. You explore and implement methods to enhance quality and knowledge retention while advocating for account profitability and managing quality-related risks through cost-effective translation workflows. Duties & Responsibilities Quality processes and Operations support • Advise project managers on defining the project scope and quality requirements, such as domain, service level, workflow, target audience. • Support the Operations team in assigning the right resources based on the initial analysis of the project’s prerequisites. • Actively identify and assess risks and guide Operations towards risk mitigation strategies and activities. • Create and/or maintain linguistic assets (style guides, term bases, translation memories, project-specific instructions). • Coordinate terminology and translation memory management process; advise the Operations team on best practices in linguistic asset management. • Coordinate the query management process for the dedicated accounts by ensuring smooth communication between all linguists involved in a project, in addition to ensuring all necessary changes resulting from the queries are implemented. • Collaborate with the Operations team to ensure regular quality control and evaluations (LQEs) of the suppliers, collection of quality data, and visualization. • Design and implement LQA strategies (define quality model, scope, cadence, requirements; run LQA arbitration and sign-off on final scores), adhering to clients’ expectations and project requirements. • Based on quality data analysis, define and implement corrective and preventive actions and drive continuous improvement. • Proactively investigate client and internal review results (using the Root Cause Analysis, RCA) and follow-up with suppliers on projects where quality expectations are not met. • Foster collaboration and proactive communication between linguistic teams and Operations team. • Participate in the development of the company’s tools and define features and requirements, test products, share feedback and recommend changes if needed. • Adapt and embrace emerging industry trends such as MTPE (machine translation postediting), AI-powered translations, LLMs (Large Language Models), automated QA checks and reporting mechanisms on CAT tools. • Provide guidance on accurate content localization, including terminology and style consistency, cultural and audience adaptation, and alignment with target formatting and layout standards. • Contribute to ongoing knowledge sharing within the Quality Excellence team and assist in maintaining up-to-date process documentation and departmental work instructions. Client Satisfaction (Commercial team cooperation) • Contribute to data gathering for QBRs and participate upon request. • Assist the account teams with the management of the test translation ensuring the company’s test translation procedure is followed. • Assist the account teams in facilitating calls with linguists and client reviewers as needed and attend the meetings as Tarjama&’s representative when needed. Supplier Management (Vendor Management cooperation) • Cooperate with the Vendor Management team in recruiting and testing new suppliers and replacing or retraining underperforming suppliers. • Ensure up-to-date data on suppliers’ quality performance is stored in Tarjama&’s Vendor Management System. Education, Experience & Qualifications • Bachelor’s degree in translation or any other related field. • 5-7 years of experience, preferably in quality management in the localization industry and/or the translation field. • Excellent level of proficiency with MS Office. • Excellent communication and leadership skills. • Proven work experience as a team leader or supervisor. • Excellent analytical and problem-solving skills. • Organizational and time management skills. • Excellent client-facing and internal communication skills. • Excellent command of English and Arabic languages, both written and spoken. • Conflict resolution skills.