Position Summary

At PGLS, we are committed to excellence in everything we do. We seek a Sr Manager of Quality & Compliance who can lead our QA program with vision and expertise. The ideal candidate will have the skills and experience to design, implement, evaluate, and enhance our QA strategies and processes. They will also oversee and mentor a team of QA professionals who will ensure the highest quality of service for our customers. This is a unique opportunity for a quality leader with a proven track record of quality management to help us shape the future of PGLS.

PGLS is a leading provider of language services, including translation, interpretation, localization, and training. We serve clients from various industries and sectors, such as government, education, healthcare, legal, and business. Our mission is to help our clients communicate effectively across languages and cultures.

Job Responsibilities

• Quality Management System (QMS) Management:
  • Manage a robust and scalable Quality Management System across various service lines and industry verticals
  • Continuously improve and adapt the QMS to meet evolving client needs and industry standards
• Service Quality and Performance Monitoring:
  • Utilize best practices and tools to ensure the highest standards of service for our clients
  • Measure and track Key Performance Indicators (KPIs) and deliver actionable insights to leadership
  • Manage the Corrective and Preventive Action (CAPA) process to address quality issues effectively
• Compliance and Certification Management:
  • Manage ISO and similar compliance programs, including certification and recertification processes
  • Ensure compliance with ISO standards, with a focus on ISO 17100, 13485, 9001
  • Coordinate, prepare and manage both internal and external audits to ensure adherence to the QMS and regulatory requirements
• Leadership and Cultural Advocacy:
  • Champion, role model, and embed our cultural principles of respect, responsibility, results, and customer-centricity as we scale globally and across new offices and client accounts
  • Manage quarterly leadership meetings and reporting to review and enhance the QMS
• Team Development and Management:
  • Participate the recruitment, training, and development of quality control personnel to build an effective and knowledgeable team
  • Evaluate program specifications across service lines work with leadership to develop risk-appropriate Quality Assurance (QA) strategies
• Language Testing and Certification:
  • Initiate and manage English and Foreign Language Testing and Certification projects, including creating assessments, setting grading standards, and overseeing procedures
  • Conduct Linguistic Risk Analysis and develop detailed specifications and guidelines for freelance linguists and QA professionals
• Policy and Procedure Development:
  • Coordinate and manage the development and implementation of policies and procedures to support quality and compliance initiatives
  • Documentation and Communication:
  • Ensure solid documentation practices within the QMS and maintain comprehensive records of all quality and compliance activities
  • Craft clear and concise reports and documents, effectively communicating quality and compliance matters to various stakeholders
  • Demonstrate strong negotiation skills to facilitate compliance and quality improvements across the organization.

Requirements

• Extensive knowledge of industry standards, regulatory requirements, and quality assurance methodologies
• Proven experience with ISO certification processes, particularly ISO 17100 and 13485
• Strong leadership skills
• Excellent analytical, problem-solving, and decision-making abilities
• Exceptional communication and interpersonal skills, capable of building relationships and influencing at all organizational levels
• A./B.S., preferably in education, engineering, or another quantitative discipline.
• 7 years professional experience, including 5 years managing a quality program
• Strong program management skills, including, cross-functional leadership, systems thinking and process design, and data-driven decision making
• Flexible, proactive, and can adapt within ambiguous environments
• Excellent written and verbal communication skills
• Ability to manage internal and external reviewers and Quality Control teams
• High attention to detail, efficient time-management, and strong organizational skills
• A strong sense of teamwork and the ability to build good relationships

Benefits

PGLS has a wide variety of benefit offerings including Health, Dental, 401k, Vision, Pet Insurance, PTO, Paid Holidays, and flexible work schedule.

Location

Remote