Welo Data, a global AI training and domain expert community, seeks a Quality Manager to ensure high-quality datasets for technology companies. The role involves monitoring deliverable performance, flagging areas of delivery that are performing beneath client thresholds, and leading conversations with customers regarding quality while anticipating their needs. The ideal candidate has proven experience in fast-paced, client-centric environments, data structures, queries, and analysis, as well as excellent communication skills and problem-solving abilities. With a strong focus on customer satisfaction and quality targets, the Quality Manager will work closely with clients to scope, define quality requirements, and document expectations. This role offers flexible remote work options, $4,000/year travel stipends, and equity in a fast-growing company. Welo Data values curiosity, ownership, and a drive to improve, making it an exciting opportunity for those passionate about AI and data quality.

Welo Data works with technology companies to provide datasets that are high-quality, ethically sourced, relevant, diverse, and scalable to supercharge their AI models. As a Welocalize brand, WeloData leverages over 25 years of experience in partnering with the world’s most innovative companies and brings together a curated global community of over 500,000 AI training and domain experts to offer services that span:

ANNOTATION & LABELLING: Transcription, summarization, image and video classification and labeling.

ENHANCING LLMs: Prompt engineering, SFT, RLHF, red teaming and adversarial model training, model output ranking.

DATA COLLECTION & GENERATION: From institutional languages to remote field audio collection.

RELEVANCE & INTENT: Culturally nuanced and aware, ranking, relevance, and evaluation to train models for search, ads, and LLM output.

Want to join our Welo Data team? We bring practical, applied AI expertise to projects. We have both strong academic experience and a deep working knowledge of state-of-the-art AI tools, frameworks, and best practices. Help us elevate our clients' Data at Welo Data.

The Quality Manager is the squad team member on a squad(s) that is responsible for ensuring that Welocalize meets client deliverable acceptance criteria. Performance includes, but is not limited to adherence to all client and project specific requirements, diversity of token in data delivered, and defect-free deliverables. The role is managing service delivery quality to the client or managing tasks or initiatives. This role is responsible for engaging with the customer to scope, and define quality requirements and document expectations and working with production to ensure such requirements can be met. As part of ensuring adequate performance, the Quality Manager will monitor customer Objectives & Key Results (OKRs) and take necessary actions to ensure quality targets are met.

Main Duties

The following is a non-exhaustive list of responsibilities and areas of ownership of a Quality Manager:

Monitor deliverable performance on accounts managed by Program Squad(s) on which they are assigned. Flag and action areas of delivery that are performing beneath client thresholds.
Lead conversations with customers regarding quality while anticipating their needs, analyzing root causes, performing corrective and preventive actions, and escalation matters while maintaining client-facing quality-relevant documentation relating to language quality.
Adapt existing quality frameworks to ensure they are able to satisfy customer needs. Escalate to leadership where existing frameworks are not fit for purpose and influence the creation of new, fit-for-purpose quality frameworks.
Work with Learning and Development team to ensure efficacy and maintenance of all available training, regularly reviewing performance data linked to learning content.
Customer point of contact for all quality-related matters.
Action when necessary to ensure quality SLA (client or Welocalize) is being met.
Monitor and flag deliverables performing beneath defined thresholds.
Initiate Quality Improvement Plan (QIP), RCAs or CAPAs, as needed. If QIP is deemed unsuccessful, inform Program team accordingly.
Ensure and execute and/or coordinate regular quality measuring for clients with LQA SLAs/commitments.
Regularly prepare and present quality reporting to clients as needed.
Support the development of customer initiatives, internal initiatives, or new processes. Assess current processes to drive process improvements.
Where required, train suppliers on customer and customer-specific tools.

Experience

Proven experience in fast-paced, client-centric, data-centric environments.
Experience and proven track record in data structures, queries, and analysis.
Knows well the principles and practices used withinQuality.
Excellent communication skills with the ability to present structured arguments to diverse audiences, incl. colleagues, customers and vendors, and influence others.
Knowledge of the AI data services industry and a keen interest in its technology, process, competitive landscape, and emerging trends.
Strong in problem-solving with attention to time constraints while being accountable for the quality of the deliverables.
Flexible attitude with the ability to manage multiple priorities in a fast-paced, time-sensitive, and deadline-driven work environment.
Problem-solving mindset that can proactively assess and mitigate risk. Creative thinking in identifying areas for improvement is desirable.
Solves standard situations independently and in line with company policies and procedures.
Can work within a team, contributing to the team's success, or work independently as needed.
Ability to prioritize ongoing projects based on business needs and urgencies that can arise.
Excellent communication skills (written and verbal, fluent in English). An additional language at a fluent level (both verbal & written) preferred.
Experience with partner and customers direct communication would be an advantage.
Experience in Agile Methodology and/or Lean Six Sigma is an advantage.

Supervisory Responsibilities:
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
The role may manage a team or serve as a contact for external resources.
Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Key Competencies

Is a strong Listener and effective Collaborator.
Understands the importance of Objective & Key Results (OKRs) and is Results Orientated.
Actively drives Performance and Delivers results.
Proactively develops clear solutions to complex problems.

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