Responsibilities
- Oversee and manage the vendor pool to ensure optimal size, coverage, and capability aligned with business needs.
- Ensure vendors possess the required skills and receive appropriate training on processes and tools.
- Lead contract negotiations, including rates and scope of services, to maintain healthy margins and support scalable service delivery.
- Manage end-to-end vendor lifecycle, including onboarding and offboarding processes.
- Act as the primary escalation point for vendor-related issues, including performance concerns and disputes, ensuring timely and effective resolution.
- Oversee quality assurance processes to ensure translations/transcriptions and deliverables meet client expectations and industry standards.
- Develop, implement, and monitor quality control procedures and evaluation frameworks.
- Conduct regular audits, reviews, and quality assessments to identify improvement opportunities.
- Analyze existing workflows and operational processes to identify inefficiencies and optimization opportunities.
- Develop and implement new procedures to improve productivity, reduce costs, and enhance service quality.
- Support continuous improvement initiatives across departments.
- Provide training and guidance to internal teams on quality standards, tools, workflows, and best practices.
- Ensure teams remain informed about industry trends, technologies, and operational updates.
- Create and maintain training documentation and quality guidelines.
- Work closely with project managers, team leads, and cross-functional stakeholders to ensure smooth project execution.
- Facilitate clear communication between vendors and internal teams.
- Support client satisfaction through proactive issue management and service excellence.
- Investigate and resolve quality-related or operational issues as per the processes.
- Implement preventive and corrective measures to minimize recurring problems where applicable.
- Escalate critical issues appropriately while maintaining professional communication.
- Support the implementation, maintenance, and improvement of ISO processes.
- Ensure operational procedures align with company ISO standards and compliance requirements.
- Assist with audits, documentation, and compliance monitoring activities.
Requirements
- Strong organizational, analytical, and communication skills
- Experience in vendor management
- Experience in quality assurance processes
- Ability to manage end-to-end vendor lifecycle
- Experience in contract negotiations
- Experience in conducting audits, reviews, and quality assessments
- Experience in process improvement and workflow optimization
- Training and guidance experience for teams
- Collaboration with cross-functional stakeholders
- Issue resolution skills
- Support for ISO standards and compliance
