Paço de Arcos, Lisbon, Portugal
Language Services
Full-time
Description:
Acolad is the global leader in content and language solutions. Its mission is to support companies in every industry to scale across markets and enable growth through cutting-edge technology and localization expertise. Established in 1993, the group is present in 23 countries across Europe, North America, and Asia, with over 1,800 employees supported by a network of +20,000 linguists around the world.
At Acolad, every position is key to our global growth: we know that we will only succeed if our people succeed.
Joining Acolad means a unique opportunity for professional development through a collaborative global environment that promotes talent and creativity. We are continuously looking for new talent (like you!) to support our mission to drive growth and innovation across some of the world's leading brands.
Acolad is seeking a dynamic and detail-oriented Quality Assurance Specialist who excels in both traditional QA practices and Linguistic Quality Assurance (LQA).
The ideal candidate will have a strong background in complaint management, CAPA investigations, and the development and implementation of client improvement plans. Additionally, they will possess expertise in setting up LQA frameworks, customer quality programs, KPI reporting based on SLA, and have significant client-facing experience.
Responsibilities:
Manage and resolve customer complaints efficiently.
Conduct thorough CAPA (Corrective and Preventive Actions) investigations, solid RCA (Root Cause Analysis) and routine follow-ups with operations teams.
Develop, monitor and report on continuous improvement plans (internal and customer).
Support the setup of LQA frameworks and management to ensure linguistic accuracy.
Establish and monitor quality programs.
Report regularly on linguistic and Quality KPIs.
Engage with clients as needed to understand their needs and provide exceptional service and support.
Occasionally support client audits.
Utilize Excel and PowerPoint to analyze data and create detailed reports and presentations.
Requirements:
Proven experience in Quality Assurance roles.
Strong understanding of complaint management and CAPA processes.
Experience in developing and managing LQA frameworks.
Proficient in KPI reporting and quality program management.
Significant client-facing experience with excellent communication skills.
Exceptional attention to detail and problem-solving skills to support investigations.
Strong interpersonal and communication skills.
Fluent English is mandatory.
Good working knowledge of Excel and PowerPoint.
Benefits:
Location: Paço de Arcos, Lisbon
Meal allowance
Health insurance
Transport allowance
Seniority days
Flexible Workplace
International environment with multicultural teams
Professional development and growth opportunities
Acolad is committed to creating a diverse and equitable workforce. We believe that diversity, equity, and inclusion in all its forms—gender, age, disability, marital status, ethnic or social origin, religion, belief, or sexual orientation—enrich the workplace. It opens opportunities for individuals to express their talents, both individually and collectively, and strengthens our ability to adapt to a changing world. As an equal opportunity employer, we welcome and consider applications from all qualified candidates, regardless of their backgrounds.
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