Job Description
Mother Tongue is a language services agency based in Bankside, London SE1, specializing in the creative translation of advertising and marketing copy, and related insight and content services for global brands. We are part of Omnicom, one of the world’s largest marketing services groups. We are currently hiring a Quality Manager.
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Job description
As Quality Manager, you will be responsible for ensuring Mother Tongue has adequate systems in place to measure, ensure and improve the quality of all client deliverables on an ongoing basis. This is a new role within Mother Tongue, and you will have considerable independence to define how you approach this mission.
Core responsibilities:
- You will define what constitutes high quality for different service types, both generically and where necessary in the context of specific accounts.
- You will put in place processes to identify quality issues proactively (ideally before any substandard work is delivered to a client), and to resolve quality issues where these are identified, including root cause analyses for serious and/or persistent issues.
- Working with the Platforms and Innovation team, you will plan and implement a central system for keeping quality management records.
- You will ensure all aspects of quality processes are fully documented. You will make this documentation available to colleagues with Mother Tongue, and ensure it is kept up to date. (The documentation should also be suitable for sharing with clients when necessary.)
- You will work with the Head of Training to ensure colleagues are familiar with these processes in their latest form, and are able to implement them correctly. You will put in place systems to ensure that they are indeed being consistently followed in practice across the company.
- You will on occasion be required to take part in client meetings and new business pitches where we need to inform clients of our quality assurance systems.
- You will monitor the wider language services industry and identify trends among clients and other LSPs that could help us improve the effectiveness of our quality management processes.
You will report to the Chief Operations Officer. You will work closely with the Director of Platforms and Innovation and the Director of Talent, as well as senior Account Management staff.
Candidate profile
At Mother Tongue, we are defined by our positivity, rigour, resourcefulness and passion for language, and we are looking for applicants with all these qualities. You should also be an excellent verbal and written communicator, with well-developed problem-solving and investigative skills. And you will need a strong collaborative instinct, with the ability to work effectively with colleagues and advisors from within Mother Tongue and from client and partner organisations.
In addition, the ideal candidate will meet as many as possible of these requirements:
- 3+ years’ experience in translation and localization sector.
- Familiarity with CAT, TMS, terminology management and LQA tools; experience with integrating new technologies into localization workflows.
- Experience of working within and ideally establishing a quality management framework.
- A self-starter, with a track record of initiating and overseeing change projects.
- Experience of applying RCA methodologies.
- Comfortable working with data, both data collection and data analysis resulting in concrete actions.
You must have the right to work in the UK.
At Mother Tongue we recognise the importance of diversity of thought within our teams and are fully committed to embracing and maximising the talents of our people. We believe that Inclusion and Diversity makes for a more stimulating and inspiring working environment, where people are treated with respect and can be comfortable being themselves. Embracing these different approaches and thinking helps deliver tangible and positive results for our clients’ businesses.
Working arrangements
The role is based in our office in Bankside, London SE1, which is fully mobility accessible, with gender-neutral bathrooms. You should expect to be in the office 3 days a week, where we have an agile seating arrangement, with home working for the remainder of the week.
Benefits
The right candidate can expect a fun, friendly working environment and a competitive remuneration package. We also offer the following benefits:
- Company pension scheme
- Private medical insurance
- Medical cash plan
- Meal subsidy on days when you work in the office
- Personal Development Budget
- Volunteer Days to give back
How to apply
To apply, please submit a CV and add a covering note explaining what attracts you to the role, what you would bring to the company, your salary expectations, and earliest possible start date.
Shortlisted candidates will be asked to complete a written task, followed by an in-person interview for those who perform best in this task.
We will always seek to make appropriate adjustments to recruitment, workplaces and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, please let us know.