Job Description

Job Purpose

Job Purpose

This is a client-facing (or developing into client-facing) role focused on linguistic quality onboarding, strategy, process optimization, and quality data analysis and reporting. The role supports delivery teams in meeting client quality expectations while improving efficiency and outcomes.

The Customer Quality & Performance Specialist contributes to linguistic quality strategies, manages linguistic assets (such as terminology, style guides, and translation memories), and supports continuous improvement initiatives. The role may also participate in onboarding new clients and exploring AI-driven linguistic solutions

About Transform

At RWS, we enable the world’s largest enterprises to communicate with global audiences through cutting-edge language technology, AI-driven solutions, and expert services. Our RWS Transform division empowers organizations to accelerate digital transformation, scale global content, and unlock growth in every market.

Key Responsibilities

• Support and provide guidance to client services teams, clients, and internal stakeholders on linguistic quality frameworks
• Assist in designing and implementing quality improvement plans aligned with client-specific requirements
• Document and maintain account-level quality strategies (e.g., Translation Briefs) and support rollout to stakeholders
• Create and maintain linguistic assets including terminology, style guides, and translation memories
• Monitor performance metrics and support adjustments to strategies to improve outcomes
• Work with CAT, TMS, and QA tools such as Smartling, XTM, Phrase, Xbench, etc.
• Provide input on timelines, cost estimates, methodologies, and risk mitigation
• Track, analyze, and report on quality KPIs and performance metrics
• Support client communication by proactively addressing needs and contributing to continuous improvement initiatives (including AI-based solutions)
• Assist in root cause analysis, client escalations, and CAPA processes to ensure effective resolution
• Recommend process improvements to enhance efficiency, quality, and profitability

Skills & Experience

• Strong understanding of linguistic assets and quality strategies
• Familiarity with CAT and QA tools
• Excellent written and verbal communication skills in English; additional languages are an advantage
• Advanced proficiency in MS Office, particularly MS Excel
• Strong analytical skills with the ability to interpret quality data and derive insights
• Effective coordination, prioritization, and time-management skills
• Proven ability to collaborate with internal teams and external stakeholders
• Minimum 2 years of experience in the localization industry; linguistic or quality background preferred.

Key Competencies & Behavior

• Collaborative approach and positive attitude toward achieving team and business goals
• Strong problem-solving and decision-making skills using logical analysis
• High attention to detail and commitment to quality
• Proactive mindset with a focus on continuous improvement
• Ability to manage multiple priorities effectively
• Maintains confidentiality of sensitive and business-critical information

Life at RWS

Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS.

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career.

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together , to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Recruitment Agencies: RWS Holdings 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.