English Quality Specialist

Job Description

Job
English Quality Specialist

Position Title

English Quality Specialist

Position Summary

As an English Quality Specialist, you will be instrumental in supporting our English Quality programs and working with a group of specialists to set and execute English Subtitler/Captioner performance strategies. The English Quality team is focused on improving and maintaining the overall quality and versatility of our global team and our distributed workforce of freelancers and vendors, ensuring compliance with quality metrics targets and SLAs. You will collaborate with various teams to implement appropriate preventive and corrective actions and monitor their effectiveness over time. With your collaborative spirit, you will maintain a supportive environment for English quality management at scale.

As an English Quality Specialist, you will:
• Analyze data to identify and interpret English quality performance trends and collaborate on initiatives for improvements.
• Identify and escalate problematic issues and trends to team management.
• Perform root cause analysis of errors and propose preventive actions in collaboration with Linguistic Quality and English Operations stakeholders.
• Monitor client-specific quality metrics and respond to escalations from internal and external sources.
• Monitor and respond to quality escalations from redeliveries, client complaints, Corrective Action Reports, production teams and linguists.
• Based on trends and performance metrics, make recommendations for English Subtitler's/Captioner's participation in or removal from client-specific programs and classify linguists according to quality tier.
• Participate in creating and documenting departmental processes.
• Responsible for working on Editorial's monthly IMR.
• Documenting quality assurance activities and creating audit reports.
• Other responsibilities and tasks as assigned.

What You Bring
• Keen attention to detail.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• High regard for English standards and quality control.
• Able to provide feedback in a constructive and tactful manner.
• Very good research skills.
• Possess the ability to troubleshoot and effectively escalate concerns. 
• Be flexible and adaptable to changing priorities or sudden changes in workflow. 
• Experience in a fast-paced, deadline-driven environment. 
• Team player, detail-oriented, ability to multitask and work under tight deadlines.
• Technically proficient in Microsoft Office, including Word, Excel, Outlook.
• Excellent data collection and analysis skills.

We offer competitive pay and a comprehensive benefits program including medical, dental & vision coverage, vacation & sick leave, 401(k), and more.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Deluxe. Please inform the company's HR representative if you need assistance completing any forms or to otherwise participate in the application process.

Jobcode: Reference SBJ-dyb22m-3-144-233-150-42 in your application.