Oct 14, 2021

Customer Quality and Performance - Specialist

  • RWS
  • Chicago, IL, USA
Full time Project Management Quality Management

Job Description

About RWS: RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations. Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology. Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents. Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L). For further information, please visit: www.rws.com

About The Role:

This Customer Quality and Performance Specialist role is a client facing role that focuses on driving quality management performance and building quality solutions that meet or exceed clients’ expectations, defining proactively and/or managing existing KPIs and other measures of quality performance. 

Is the key point of contact for client in all areas related to linguistic quality and thought leadership and provides linguistic and localization expertise to drive continuous improvement and address complex client and linguistic quality requirements.

Supports customer satisfaction, revenue and margin growth through managing and enhancing of all quality and linguistic framework components and processes.


  • Wide experience with linguistic asset strategy and management, QA and methodologies, process improvement and risk management
  • Excellent writing and verbal skills with native level English fluency and strong linguistic background
  • Excellent command of MS Office
  • Customer Focus. Demonstrates concern and takes action.
  • Analysis. Examines data to grasp issues and draw conclusions.
  • Planning & Organizing. Defines, plans, schedules and controls work for self and/or others to ensure the accomplishment of objectives.
  • Problem Solving. Systematically and logically identifies and weighs options to resolve problems, generating solutions after reviewing all relevant information, including risks and the impact of potential solutions.
  • Process Orientation. Follows processes, placing a priority on how things are done.
  • Attention to Quality & Detail. Diligently completes responsibilities, producing high quality results.
  • Collaboration. Works collaboratively and uses a positive approach to achieve goals.
  • Communication. Clearly conveys information and ideas through a variety of media and in a manner that engages others, helping them understand and retain the message.
  • Confidence. Demonstrates belief in his/her own abilities and knowledge


Operational Excellence – Delivers guidance and supports PMO and client in providing a range of quality and linguistic framework management services with regards process governance and best practices to ensure that deliverables for language translation services meet quality standards and customer satisfaction requirements.

Designs improvement plans to optimize quality and language processes relevant to client specific requirements. Monitors overall performance and adjusts strategy to ensure SDL delivers the best possible outcomes.

Creates knowledge assets (e.g. terminology, style guidelines, translation memories) on quality, multi-lingual and language specific levels that enable the translation teams to deliver high quality work in the most productive manner. Advises internal stakeholders, project managers and the translation team on time and cost estimates, methodology selection, and the use of technology that best meets the project specifications and client requirements.

Delivers Quality, Value, Results – Oversees quality processes as well as KPIs and other measures of performance that ensure quality standards and requirements are achieved. Optimizes quality levels and compliance with processes and procedures under key quality management systems/standards by monitoring and evaluating the effectiveness of quality management methodologies, processes and tools. 

Functional Excellence – Works with project teams to identify and implement ways to continuously improve quality and language services based on project experience and client feedback. Performs the function of Quality Manager/Specialist (analyzing quality requirements, defining improvement/recovery plans and quality assurance processes, and providing linguistic support to the extended project management team) to ensure high levels of client satisfaction.

Communication – Relied upon to provide effective communication across a variety of stakeholder groups (e.g. senior management, Language Offices, PMOs) regarding KPIs, key initiatives, account reviews. Interacts frequently with internal stakeholders and clients to understand business requirements and suggest improvement solutions.

Commercial Excellence – Understands challenges faced by clients and RWS to deliver the right level of quality for a deliverable. Provides and presents linguistic quality data insights to customers and internal stakeholders as needed. Is recognized as a linguistic and quality expert and cultivates customer advocacy by demonstrating deep understanding of client requirements and delivering solutions that meet or exceed their expectations.


  • Great Benefits (Seriously!)
  • Infinite training, professional development and personal growth opportunities
  • The rare opportunity to impact how organizations communicate globally. There’s a reason we work with 90 of the top 100 brands.
  • Smart, engaged co-workers, a culture of innovation and opportunity.
  • Great work life balance

Life at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives  us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch. As a company focused on connecting people through language, diversity and inclusion are fundamental to our company culture. RWS is an Equal Opportunities Employer and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity and trust. All employees have a right to be treated with respect and dignity. RWS operate in a manner for the inclusion of all - any form of discrimination is expressly prohibited. Employees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration.  We are proud to work in a company where all can succeed and grow their career and while RWS operates in accordance with all local employment laws, if local law enables any form of discrimination this is against RWS company policy and we will adhere to the highest standard.   

Recruitment Agencies: RWS Group PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.