Head of Quality
Scaled Quality Operations
As Quality Leader, a key objective was to unite three decentralized localization quality teams into a cohesive unit. I streamlined measurement processes into a single framework and introduced a company-wide quality metric. Within 12 months, I expanded active quality measurement from approximately 200 to over 3000 clients while ensuring cost stability. By the 24-month mark, we observed enhanced KPI performance across all areas. With clearer quality metrics, the team was better equipped to diagnose and address issues effectively.
The Opportunity
Following rapid company expansion, an important challenge was to upscale quality operations to align with service delivery demands. Originating from a smaller-scale, client-centric approach, the team was juggling disparate quality metrics spanning over 3000 clients across numerous industries. This fragmentation hindered the ability to gauge overall performance, leverage successes, and mitigate common challenges. Less than 10% of clients received consistent measurement.
My Role
I consolidated all company quality functions, introducing a unified linguistic quality measurement framework (TAUS DQF-MQM) adaptable to diverse client needs. Establishing a company-wide metric accessible via BI tools, global team members could now monitor performance across languages, clients, and content types. Additionally, we standardized processes, transitioning from tailored quality measurement across 200 key clients to consistent measurement across 3000+ customers within three months, and without additional costs. While we still offered customizable services, these were underpinned with the company quality standard. Key success indicators were improved KPI performance across all areas, and a boost in CSAT driven by enhanced product quality.