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Q1 Quality Update:  Defining Translation Quality

Q1 quality update: defining translation quality

Translation quality is notoriously difficult to define and can often be a source of debate and dispute between translation providers and clients. With our clearly defined quality measuring system based on the TAUS DQF model, this poses no challenge for us. We’re able to assess whether a translation is a pass or a fail by looking at the types of errors and their severity.

Quality update in Q1

In Q1, the number of quality issues increased slightly by 11% compared to the previous quarter. Just 0.25% of our projects items this quarter had QIs and we’re well within our company overall target.

The below chart shows an overview of the total number of confirmed quality issues raised compared with the total number of projects items managed from January 2015 until April 2017.

Q1 update

Areas of concern

During the investigation process, as we assess the quality of a translation, we also look at the areas of concern which refer to the internal department and/or outside factors where the cause of the QI has been found in order to identify the areas where we can further improve.
The below are the main areas causing entirely or partially QIs in this quarter:

  • Internal factors (our internal departments): 14%
  • Suppliers: 61%

The root cause of a complaint

The investigation is then taken to a different level as we dive into identifying the main causes of the suppliers’ and the internal departments’ errors. This step is of utmost importance as it is the foundation of the next one – our corrective and preventative actions aim to address these very specific causes to ensure they are fully eliminated.

Implementing corrective actions

Delivering translations that meet the quality expectations of our clients is very important to us. If, on the rare occasion, we don’t get it right first time, we’ll put in place corrective actions that address the issues identified, and make sure we smash expectations the next time around. Either way, we’ll keep working in the background to ensure every customer’s experience with Lingo24 is positive and makes sound business sense.

Client feedback

Speaking of clients, here’s what some of them had to say about us in the past few months:

I would like to thank you and the entire team for your incredible support yesterday to deliver this important (and urgent) translation to us, particularly in view of the bank holiday. The entire process was ran very smoothly and the final result was as per brief. We look forward to working with you again soon!

Everything looks very good! Thank you for an efficient delivery!

That’s fantastic, and well before when I expected it. I’d just like to say a big thank you for everyone’s efforts at Lingo 24 in achieving this tight deadline.

Thanks a lot for the nice translations, we think they fit well with our tone of voice. We looked over it and sent them to some colleagues who handle social media with us and the feedback they came back with was very positive with little amendments made.

*Photo credits: Feng Yu / Shutterstock.com

Raluca Mihoc, Head of Quality and Experience, Lingo24

Raluca is our Head of Quality and Experience and has a specific focus on monitoring quality for our larger accounts. Having been with Lingo24 since 2007, she is very experienced in identifying and implementing procedures to prevent issues, and is a stickler for detail. She loves the international aspect of our business and is passionate about languages. Check out her LinkedIn profile here.

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