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About the Role

As Director of Quality, you will own LILT's quality system end to end, including standards, audit, compliance, procedures, continuous improvement, and the roadmap and operation of our Quality Agents. You'll transition Quality from a reactive function to a proactive, data-driven partner for customers and internal teams, with quality designed into our AI-native workflows. You will act as the single Quality partner for Customer Success, Production, Research and Product, translating customer requirements into measurable acceptance criteria, effective controls, and better models and workflows. You'll advise customers on the optimal mix of quality, cost, and speed, including the appropriate use of automated, agent-verified, and human-verified workflows, with stronger assurance for high-risk and regulated content.

Responsibilities

Evaluate, design, and build reliable Quality Agents with well-defined tools and clear, structured instructions.
Use orchestration patterns to evolve from 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.
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.
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.
Standardize and maintain SOPs, workflows, and quality documentation, and keep them current as AI workflows change how we work.
Ensure quality processes meet customer, contractual, and regulatory requirements.
Partner with Customer Success and Delivery to define proactive quality programs, success metrics, and governance for strategic accounts, including AI-forward enterprise and life science / regulatory programs.
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.
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 prioritize 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.
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.
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 programs and initiatives those customers pay for.
Develop playbooks for AI-driven quality management and keep staffing-as-a-service delivery aligned with LILT's quality standards.

Requirements

Demonstrable, hands-on experience designing, building, and running LLM-based agents in production.
Scripting or data skills (e.g. Python, SQL), with experience turning quality data into actionable metrics, preventive controls, and measurable improvements.
Proven experience improving LLM output quality.
Significant experience running quality systems, including leading audits (internal and external), compliance programs, and writing and maintaining processes and procedures.
Experience leading structured CI (RCA, CAPA, KPI reviews).
Experience managing and developing people.
A clear communicator who can translate customer quality requirements into acceptance criteria and governance, advise on quality, cost, and speed trade-offs, and work credibly with customers, executives, and technical teams.
Background in localisation, translation, or language services is a plus.
Experience in customer-facing quality roles for enterprise accounts is a plus.
A track record of working with research scientists and product managers to turn quality insight into product requirements and shipped improvements is a plus.

Skills

Agent design and build
Data-driven quality management
LLM model improvement
Quality systems management
Audit leadership
Compliance programs
Process and procedure writing
Structured CI (RCA, CAPA, KPI reviews)
People management and development
Customer advisory
Cross-functional partnership
Python
SQL
ISO 17100
ISO 18587
ISO 9001
Six Sigma

Location

Remote
Hybrid
EMEA
US Eastern time zone

Work Type

Remote
Hybrid

Experience Level

Director

About the Company

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.
Our founders, Spence and John met at Google working on Google Translate. As researchers at Stanford and Berkeley, they both worked on language technology to make information accessible to everyone. While together at Google, they were amazed to learn that Google Translate wasn’t used for enterprise products and services inside the company.The quality just wasn’t there. So they set out to build something better. LILT was born.
LILT has been a machine learning company since its founding in 2015. At the time, machine translation didn’t meet the quality standard for enterprise translations, so LILT assembled a cutting-edge research team tasked with closing that gap. While meeting customer demand for translation services, LILT has prioritized investments in Large Language Models, human-in-the-loop systems, and now agentic AI.
With AI innovation accelerating and enterprise demand growing, the next phase of LILT’s journey is just beginning.
Our platform features Brand-aware AI that learns your voice, tone, and terminology to ensure every translation is accurate and consistent.
Agentic AI workflows that automate the entire translation process from content ingestion to quality review to publishing.
100+ native integrations with systems like Adobe Experience Manager, Webflow, Salesforce, GitHub, and Google Drive to simplify content translation.
Human-in-the-loop reviews via our global network of professional linguists, for high-impact content that requires expert review.
Featured in The Software Report’s Top 100 Software Companies!
LILT makes it onto the Inc. 5000 List.
LILT’s continues to be an intellectual powerhouse, holding numerous patents that help power the most efficient and sophisticated AI and language models in the industry.
Check out all our news on our website.

Equal Opportunity

At LILT, we are committed to a fair, inclusive, and transparent hiring process.
As part of our recruitment efforts, we may use artificial intelligence (AI) and automated tools to assist in the evaluation of applications, including résumé screening, assessment scoring, and interview analysis.
These tools are designed to support human decision-making and help us identify qualified candidates efficiently and objectively.
All final hiring decisions are made by people.
If you have any concerns, require accommodations, or would like to opt-out of the use of AI in our hiring process, please let us know at recruiting@lilt.com.
LILT is an equal opportunity employer.
We extend equal opportunity to all individuals without regard to an individual’s race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws.
We are committed to the principles of fair employment and the elimination of all discriminatory practices.