Required competencies (the following competences are aligned with Lilt’s Quality Management System (QMS), as well as ISO 17100: Translation Services Requirements on linguist qualifications):

  1. Leadership competence: The ability to train and lead language teams, communicate with Lilt stakeholders, and analyze linguistic trends in accordance with language lead role description below, including the ability to address the problems of language content comprehension and language content production.
  2. Linguistic and textual competence in the source language and the target language: The ability to understand the source language, fluency in the target language, and general or specialized knowledge of text-type conventions. This linguistic and textual competence includes the ability to apply this knowledge when producing translation or other target language content.
  3. Quality assurance expertise: The ability to meticulously identify the errors in a translation and to explain the reasoning behind changes made in effective communication, with a supplemental action plan.
  4. Cultural competence: Ability to make use of information on the behavioral standards, up-to-date terminology, value systems, and locale that characterize both source and target language cultures.
  5. Technical competence: The knowledge, abilities, and skills required to perform the technical tasks in the translation process by employing technical resources including the tools and IT systems that support the whole translation process.
  6. Domain competence: The ability to understand content produced in the source language and to reproduce it in the target language using the appropriate style and terminology.


  • Familiarizing with the customer information and content provided by the Lilt services team.
  • Serving as the main language point of contact for project related inquiries.
  • Timely confirming availability and capacity for customer projects.
  • Building and updating Language Assets in your locale (including but not limited to: style guides, glossaries, term bases, TMs, DNT lists, etc.).
  • Serving as the quality assurer on final deliverables.
  • Coordinating and executing any independent LQAs, RCAs, and CAPAs on translation deliverables for accounts.
  • Reviewing, responding, and implementing client feedback in a timely manner.
  • Training and guiding new and underperforming team members.
  • Communicating with the services team, raising queries, escalating issues, and conveying potential impacts on the delivery in a timely manner.
  • Taking accountability for the received feedback and working with the services team to rectify quality non-conformances and implement corrective actions.
  • Attend client calls to align client and Lilt linguistic expectations.

SLA (the following SLA terms and definitions are based on Lilt’s QMS):

  • Product use: The translator:
    • is responsible for human quality output
    • shall perform translation tasks in Lilt, using the AI and NMT suggestions
  • Deadlines, turnaround and schedule:
    The language lead commits to tasks on a pre-agreed delivery schedule. Extension requests to not exceed 5% of task count on a weekly basis.
  • Productivity and output:
    Productivity Range as communicated by Services Team.
  • Service Level Commitment:
    The translator shall adhere to all translator and reviewer SLA terms and definitions, as well as:
    • Auditing translations for translator linguistic performance.
    • Following up with linguists to ensure linguistic conformity.
    • Reporting client inconsistencies, if applicable.
    • Providing objective data and constructive ​feedback​ on the translation.
    • Ensuring feedback for linguist is in line with the customer requirements and is aimed at continuous improvement ​of the overall quality of the content.
Task TypeDescription

LL: Query Management

  • Responding to linguist queries
  • Logging queries, coordinating responses between linguists, SMs, customer, etc.

LL: Language Asset Management

  • Creating and updating TSF, TB, and TM

LL: Feedback Handling

  • Evaluating and responding to customer feedback
  • Ticket or Scorecard administration
  • Implementing customer changes into assets/TM/deliverables

LL: Trainings and meetings

  • Linguist training (internal)
  • Customer training
  • Lilt training

Communication Matrix

Type of QuestionWho to Ask?Which Channel?
Availability, schedule, and deadline issuesAll Linguists > Lilt Services ManagerEmail to services@
PaymentsAll Linguists > Lilt Accounts TeamEmail to payments@
Technical bugs or issuesAll Linguists > Lilt Support TeamEmail to support@, cc Services Manager
Source queries
  1. Linguists > LL
  2. LL > Lilt SM
  1. Slack channel (#general)
  2. Log in Query Log, flag to Lilt SM, who will ask the customer
Linguistic queries
  1. Linguists > LL
  2. LL > Lilt SM
  1. Slack channel (#locale_team)
  2. Reviewer to log in Query Log, flag to Lilt SM, who will ask the customer
Access to assets or references
  1. Linguists > LL
  2. LL > Lilt SM
  1. Slack channel (#locale_team)
  2. Email to services@