AIS Quality Group Squad Lead

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 Lead is responsible for continuously improving customer quality experience and building close and trustworthy relationships with Welocalize customers. The Quality Lead is responsible for the quality strategy for the Squad based on the client requirements. The Quality Lead may manage and lead a team of quality representatives to ensure fulfilment of those requirements. The quality strategy should always be aligned with Welocalize Quality Dimensions. The Quality Lead leads the quality discussions with the customer in terms of overall quality strategy and in the planning of new quality initiatives. This role is accountable for achieving assigned Quality Objectives and Key Results (OKRs).

Main Duties

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


• In collaboration with Squad Lead and Quality Manager define quarterly Squad Quality OKRs in alignment with the company OKRs.  
• Define actions and coordinate quality representative responsibilities based on achieving OKR results. 
• Oversee the Quality Manager(s) in measurement and reports on Squad quality OKR result progress at the required cadence. 
• Proactively identify actions and opportunities to achieve and exceed objectives. 
• Responsible for performance management (supervision, coaching, career development, and people activities such as time off and expense approval) of direct reports. 
• Design and lead implementation and delivery of client quality account strategy. 
• Monitor Squad quality metrics (KPIs). Oversee and support the Quality Manager in implementation and execution of process improvements resulting in increased quality output, customer satisfaction, efficiency gains and resource quality of deliverables. 
• Oversee and lead quality issue management: client escalations, CAPAs initiatives, vendor performance or internal quality escalations. 
• Point of escalation for customer and Squad team members on quality issues. 
• Responsible for training of new quality team members on Squad and customer specific instructions and processes. 
• In collaboration with Partner Engagement Manager, support quality team on supplier alignment on accounts managed by  Program Squad(s) on which they are assigned.   
• Lead supplier performance management effort for continuous improvement. Supplier Performance is inclusive of OTD, timeto-accept task, language quality, adherence to instructions, etc.   
• Support Quality Manager or lead conversations with customers regarding quality while anticipating their needs, analyzing root causes, performing corrective and preventive actions, and escalation matters.
• Own and support Quality Manager on maintaining client facing relevant documentation relating to language quality.  
• Oversee and support the setup of quality framework and account plan creation. 
• Support Quality Manager or lead communication of customer language & content type capacity needs to Language Services Team.  
• Support Quality Manager or lead collaboration with Language Services Team to initiate Quality Improvement Plan (QIP), RCAs or CAPAs, as needed. 
• Oversee regular quality measuring for clients with LQA SLAs/commitments.  
• Regularly prepare and present quality reporting to clients as needed.  
• Lead the development of customer initiatives, internal initiatives, or new processes and actively assess current processes to drive process improvements. 
• Where required support the Squad Group Lead in RFP or new business quality support requests.  
• Effectively manages escalation from their team in times when standard operating procedures are not able to address customer dissatisfaction. 

Experience

• Flexible attitude and a proven experience in a fast-paced, client-centric environment, ideally in the AI industry. 
• Proven ability to lead diverse teams, both local and remote. 
• Demonstrated success at managing quality on large accounts and/or projects. 
• Has a wide knowledge of the principles, practices and processes in the entire Quality Team. 
• Knowledge of the AI data services industry and a keen interest in its technology, process, competitive landscape, and emerging trends. 
• Excellent communication skills with the ability to present structured arguments to diverse audiences, incl. colleagues, customers and vendors, and influence others.  
• Experience and proven track record in Quality Management and deep Data Analysis. 
• Strong in problem solving with attention to time constraints while being accountable for the quality of the deliverables. 
• Problem-solving mindset that can proactively assess and mitigate risk. Creative thinking in identifying areas for improvement is desirable.  
• Solves standard situations independently and leads the solution of difficult to complex situations with the support of the quality team, in-line with company policies and procedures. 
• Ability to prioritize ongoing projects, based on business needs and urgencies that can arise. 
• Encourages teamwork and understands the need to share knowledge. 
• Excellent English communication skills (written and verbal). 
• Experience with partner and customers direct communication a must. 
• Experience in Agile Methodology and/or Lean Six Sigma is an advantage. 
• Demonstrated experience in informal management of teams. 
• Minimum of a Masters degree or equivalent experience. 


• Supervisory Responsibilities: 
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. 
• The role manages a team and serves as a contact for external team members. 
• 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

• Ability to think strategically and articulate ideas and plans with the professional maturity to participate at senior management level. 
• Can develop a quality program plan and sequence of events. 
• Can lead customer quality meetings and capture requirements and set success factors. 
• Takes ownership for driving progress (weekly) and can make informed decisions. 
• Can drive quality change on an existing program, across processes, roles and expectations. 
• Shows good negotiation skills and situational awareness. 
• Provides mentoring & coaching to quality squad team members. 
• Requires customer centric approach and attitude. 
• Encourages empowerment of the team. 
• Is process driven and can change strategy as needed to meet customer needs. 
• Exhibits empathetic leadership skills. 
• Understands the importance of Objective & Key Results (OKRs) and is results orientated. 
• Proactively develops clear solutions to complex problems.