Director of Quality

Description du poste

About LILT AI is changing how the world communicates — and LILT is leading that transformation. We're on a mission to make the world's information accessible to everyone , regardless of the language they speak. We use cutting-edge AI, machine translation, and human-in-the-loop expertise to translate content faster, more accurately, and more cost-effectively without compromising on brand, voice, or quality. At LILT, we empower our teammates with leading tools, global collaboration, and growth opportunities to do their best work. Our company virtues— Work together, win together; Find a way or make one; Dance in the customer's shoes; Quicker than they expect; Quality is Job 1 —guide everything we do. We are trusted by Intel Corporation , Canva , the United States Department of Defense , the United States Air Force , ASICS , and hundreds of global Enterprises. Backed by Sequoia, Intel Capital, and Redpoint, we’re building a category-defining company in a $50B+ global translation market being redefined by AI. Location: Remote or hybrid, EMEA or US Eastern time zone Team: Production, Quality Reports to: VP Production Direct reports: Quality Manager (AMER, customer staffing) and 2 Quality Coordinators About the role As Director of Quality, you will own LILT's quality system end to end: standards, audit, compliance, procedures, continuous improvement, and the roadmap and operation of our Quality Agents . You'll help move Quality from a primarily reactive, execution-led function to a proactive, data-driven partner for customers and internal teams, with quality designed into our AI-native workflows. You'll be the person who can run a customer audit while simultaneously shipping an improved agent evaluation. As the single Quality partner for Customer Success, Production, Research and Product, you'll turn customer requirements into measurable acceptance criteria, effective controls and better models and workflows. You'll advise customers on the right quality, cost and speed mix, including where automated, agent-verified and human-verified workflows are appropriate, with stronger assurance for high-risk and regulated content. We're looking for a hands-on Quality SME and operator with real depth in both worlds: experience designing and building AI agents and improving LLM output, and a solid grounding in traditional quality management. You'll bring senior expertise in data, AI, customer advisory and process, and make sure quality work prevents recurrence rather than stopping at rework or ticket closure. What you'll do Quality Agent leadership Evaluate, design and build reliable Quality Agents with well-defined tools and clear, structured instructions. Use orchestration patterns to evolve from a single agent to multi-agent systems. Define evaluation criteria, test sets and success metrics for agent performance, and run agents in production with clear monitoring and escalation paths. Drive adoption across teams and show measurable reductions in manual quality effort. Research and Product partnership Work closely with Research and Product on ADQ, LLM model improvements, AI Review, AI QA, and new and emerging AI workflows. Turn quality findings into product requirements, evaluation criteria and continuous feedback loops that improve model and workflow output. Act as the voice of quality in roadmap discussions, and help decide where human review, AI review or both are needed. Audit, compliance and procedure Own LILT's approach to internal and external audits, including ISO certification (e.g. ISO 17100, ISO 18587, ISO 9001) and customer audits. Plan and run periodic internal audits, manage evidence collection, and track corrective and preventive actions to closure. Standardise and maintain SOPs, workflows and quality documentation, and keep them current as AI workflows change how we work. Make sure quality processes meet customer, contractual and regulatory requirements. Customer advisory Partner with Customer Success and Delivery to define proactive quality programmes, success metrics and governance for strategic accounts, including AI-forward enterprise and life science / regulatory programmes. Translate customer quality requirements into clear pre-delivery acceptance criteria, validation methods and risk-appropriate controls. Advise customers on the right quality, cost and speed mix and where automated, agent-verified, human-verified or combined workflows are appropriate. Represent LILT's quality function as a credible subject-matter authority in customer business reviews, audits and escalations, using quality data and metrics to demonstrate fitness for purpose. Continuous improvement Lead structured CI across the Commercial business: root cause analysis, corrective and preventive actions, KPI reviews and retrospectives. Own a proactive quality metrics framework that makes errors, PQs, rework and trends visible, and use it to prioritise improvements and demonstrate outcomes. Strengthen quality controls across review, delivery and follow-through, including mandatory account-specific checks, intervention on critical findings and clear escalation ownership. Partner with Product and Engineering to automate checks and escalation, and verify that corrective actions prevent recurrence rather than ending at rework or ticket closure. Expert Operations partnership Partner with Expert Supply and Ops to embed processes, guidance and quality feedback that maintain a high-quality pipeline of experts. Use quality findings and recurring failure patterns to improve expert qualification, guidance and ongoing quality management. Team leadership Lead and develop the Quality team, including the customer-facing Quality Manager and Quality Coordinators. Establish the team's operating cadence and evolve how the team works as Quality Agents reduce manual coordination work. Oversee embedded Quality Manager staffing sold as a service to customers, ensuring the role owns the specific quality programmes and initiatives those custom