About Us
AlphaSights provides global investment and business professionals with on-demand access to business expertise across all industries and geographies. Through AlphaSights, decision-makers from investment management, private equity, management consulting, and corporate connect with a dynamic network of industry experts that provide qualitative and quantitative market insights, industry expertise, and execution support. Leveraging cutting-edge technology and our global team of 1,000+ professionals in nine offices on three continents, we support our clients 24/7 around the globe. AlphaSights regularly ranks as one of the fastest-growing companies in the world. Learn more at alphasights.com.

The Position

AlphaSights Language Services team’s mission is to deliver market-leading transcription, translation, and interpretation services. Language Services is instrumental in shaping AlphaSights as a multi-service provider, and we’re looking for a driven, linguistic quality-obsessed professional to join our team. 

As the Head of Quality Assurance within the Language Services team, you will design, implement, and have full ownership of transcription, translation, and interpretation quality assurance programs. Liasoning with the Language Operations team members and our Vendor Manager, you will establish quality query management flows, put in place corrective actions mechanisms for independent contractors and vendor partners, manage data on performance quality and produce reports demonstrating quality improvements over time. In this role, you will manage a full-time remote Transcription QA Manager, as well as a global team of transcription QA Specialists, ensuring that the team maintains productivity and quality standards. The Head of Quality Assurance will be expected to also build a team responsible for translation QA. 

A go-getter, you’ll be expected to work proactively and develop and deliver your own ideas and programs to raise and maintain quality standards across language services. You are a positive, effective communicator, who exhibits patience when having difficult conversations and enjoys working with remote teams comprised of different personalities.

Responsibilities include but not limited to:

• Owns the linguistic quality programs across all services 
• Designs and audits quality control processes for all language services
• Sets quality standards in a clear framework for transcription, translation, and interpretation
• Develops effective training materials and owns all of the documentation related to the quality assurance processes across services 
• Provides input on existing linguistic assets (glossaries, style guides, TMs, etc.)
• Influences overall language services operational strategy by formulating hypotheses to solve for identified challenges, conducting effective experiments and deriving conclusions from data
• Manages the QA teams across services, identifying top and low performers, as well as ongoing staffing needs
• Provides proactive, regular status updates to the Director of Language Services and other stakeholders
• Resolves client feedback and linguists’ inquiries of all levels of complexity
• Works closely with the Vendor Manager to collect and respond to feedback on QA consistency from our transcriptionists, and implement corrective actions if needed. 
• Analyzes quality issues and determines further actions through RCAs (Root Cause Analyses)
• Puts in place corrective action where services’ quality falls short of expectations
• Maintains and analyzes QA metrics and produces actionable reports
• Participate in QBRs with vendors, acting as the main point of contact on language quality issues
• Ensures communication flows are effectively designed and managed to enable:
  • Consistent evaluation based on established guidelines and standards across each service
  • Consistent internal communication and updates to QA Manager(s) and wider teams
  • Consistent feedback to linguists 

Required Skills and Experience

• Minimum 8 years experience in a linguistic quality manager role in the translation/localization industry
• Minimum 2 years experience building linguistic teams and running QA programs
• Passion for languages and writing
• Understanding of the translation, transcription, and interpretation processes inside out
• Demonstrated results from applied Quality Assurance strategies  
• Process-driven, comfortable formulating and using industry-standard performance metrics
• Superior proofing and editing skills 
• Excellent problem solving and decision-making skills
• Ability to handle multiple tasks, and to prioritize and/or delegate those tasks
• Above average knowledge of Google Suite, MS Office, Adobe Acrobat, html, xml
• Proficiency in juggling multiple communication channels (phone, email, Slack, Zoom, Google Hangouts)
• Proficiency in use of CAT and/or terminology management tool
• Experience with online interpreting platforms and emerging technologies
• Superior interpersonal communication skills 
• Fluency in English and at least one other language

#LI-NS1