Quality Manager

Summary

Join LILT as their Quality Manager - AI Data Solutions and implement and maintain quality management methodologies across the global Production organization. You will be responsible for quality management initiatives for various AI data services, providing crucial support, tools, and knowledge to ensure quality measures scale with company growth. This remote, contract-based role involves processes like tracking and sending quality feedback, collecting and documenting feedback from AI data experts, cross-checking project instructions, and coordinating quality assessments. You will also monitor error rates, execute quality tasks, communicate with AI data experts, escalate production risks, contribute to post-mortems, oversee Language Leads, manage production escalations, drive quality investigations, and develop customer-facing quality reports. The position requires collaboration with various teams and stakeholders to ensure continuous improvement and learning.

Requirements

This role will work remotely on a contract basis

Responsibilities

• Processes, tracks and sends quality feedback, including revision reports, and customer feedback to AI data experts, linguists and language leads
• Collects feedback and responses from the AI data experts and accurately documents within the required systems
• Cross checks project instructions, as well as other reference materials provided for the work
• Coordinates Quality Assessments and third party audits to independently evaluate project quality in accordance with the quality strategy, guided by the Production Strategists or Quality Lead
• Monitors and updates data related to error rates/language quality scores as part of the feedback and arbitration process
• Executes Quality tasks as delegated by the Quality or Production strategist in relation to Quality Management, Asset Management or Resource Management Production SKUs
• Communicates with AI data experts and language leads to confirm feedback status, any risks/issues impacting ability to deliver on time
• Escalates Production risks/blockers in the appropriate manner to their Manager as soon as they arise
• In collaboration with the Production Strategist and Quality Lead, contributes to post-mortems on key account initiatives, sharing results and planning follow-up actions with key stakeholders to ensure continuous improvements and learnings
• Oversee teams of Language Leads, ensuring they are effectively fulfilling their responsibilities, managing performance in collaboration with the Talent Management team
• Manages production escalations from assigned set of accounts from a quality perspective, drives quality investigations (RCA and CAPA) to completion and works with Quality Lead to identify patterns and trends in order to drive quality improvement
• Under the supervision and guidance of Quality Lead, develops customer facing quality reports as necessary based on account assignments