Head of Quality

Location: Shibuya, Tokyo, Japan

Type: Full Time

Min. Experience: Experienced

About Gengo:

We're Gengo, a Lionbridge company. We run a global people-powered technology platform providing translation and AI training-data services to global businesses. Founded in 2008, Gengo has translated more than one billion words for 65,000+ customers with our crowd of 21,000+ people from 140+ countries. Gengo's professional human-powered platform brings a huge leap in efficiency, scale, and speed to the translation and AI training-data markets. Our customers include some of the biggest brands in the world like TripAdvisor, New York Times, Rakuten, and Alibaba. As part of the Lionbridge family, we are breaking barriers and building bridges all over the world with offices in more than 27 countries.

Join us for a rare chance to help the world communicate freely as part of a team with a startup culture and the resources of a global giant.

 

About the Position:

As the Head of Quality, you’ll be managing a team directly responsible for the quality of the translation and AI data training services our crowd delivers to our customers. The quality team blends managing and improving Gengo’s proprietary platform with process and data analysis to ensure high quality is delivered at scale to every client. You’ll use data to track the health of our language pairs and the quality produced by the crowd, monitor weekly and monthly trends while proposing both process and software improvements to solve short and long-term quality challenges.

The right candidate for this position is a strong leader and mentor with a data-driven approach to problem-solving. You have excellent judgment, can take action quickly, and aren’t afraid to get in the weeds to solve day-to-day tactical quality problems. You won’t shy away from talking through tough quality issues in front of a demanding client. The idea of solving quality issues in translation and AI data training through software is exciting for you and you can’t wait to find quality challenges to solve.

 

Responsibilities

Mentor, manage and grow the quality team

  • You are experienced in mentoring and managing others and have a genuine desire in elevating your team members to become great, well-rounded professionals equipped with the soft and hard skills necessary to create and run quality-related process across translation and AI services
  • You are passionate about tracking team performance with SMART goals, implementing achievable, relevant, and data-driven KPIs

 

Balance tactical daily operations with strategic quality system improvements 

  • Responsible for the overall system health in terms of quality, you constantly monitor quality KPIs across all LPs and resolve quality issues through scalable process, root cause analysis, communicating directly with translators and customers
  • You are the expert on the different translation quality levels provided by the crowd and can advise internal teams on how to set up new projects for success
  • You are the escalation point for quality issues faced by large enterprise customers and can investigate the root cause of an issue, provide short and long term solutions and make improvements to workflows to ensure similar issues are not repeated within a project and across projects
  • You are the owner of Gengo’s proprietary translation quality system, including the review software, quality score formulas, and customer complaint workflows
  • You work with the product and engineering team to make iterative improvements to the platform and workflows, designing new software solutions to improve the overall quality system

 

Pioneer a scalable quality system for AI data training services  

  • You will provide quality process support to the project management team for incoming projects within the AI side of the business
  • From pre-production, testing, and clarifying requirements, you’ll support projects throughout production and feedback received after the final delivery to propose best practices, quality framework and share learnings across projects
  • You’ll research and get familiar with AI training data services provided by Lionbridge and become the expert on the quality framework used for AI tasks
  • You’ll work together with the product and project teams to implement quality features into Gengo’s proprietary AI platform based on testing within real projects as well as feedback and issues raised by customers and the crowd

 

Requirements

  • 2+ years of experience managing and mentoring a team 
  • 2-5 years of experience in the translation industry with an emphasis on quality workflows, QA, and translation best practices
  • Knowledge and experience in QA workflows and quality assurance best practices
  • Interest in the AI industry and a basic understanding of AI data training
  • Strong project management skills, team-oriented with the ability to multitask and meet tight deadlines
  • Excellent attention to detail

 

Bonus skills

  • Experience with SQL and data analysis
  • Prior experience working at scale and managing a crowd
  • Knowledge of Japanese or another language
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