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      Quality Complaints

      Although all our linguists are assessed on a regular basis to make sure they meet the quality standards, sometimes clients can be dissatisfied with translation delivered.

      The main steps in our complaint process are as follows:

      • The client provides negative feedback on a translation project to our support team.
      • The cause of the negative feedback is investigated to understand the reasons.
      • The linguist is informed about the client's dissatisfaction and the negative feedback is shared for review. 
      • The linguist is asked to amend the translation and to provide feedback and comments.
      • The amended translation is sent back to the client.
      • If clear evidence of translation defects are found, a QA Evaluation is performed by a third party linguist who will work on an objective assessment and report of the translation quality.
      • Based on the QA Evaluation results, different measures can be taken.
      • If the translation did not meet the quality standards a fee deduction could be applied to the linguist's payment. 
      • Similarly the client may receive a proportional compensation.

      What happens when there are issues with a translation project?

      Although all our linguists are assessed on a regular basis to make sure they meet the quality standards, sometimes clients can be dissatisfied with translation delivered. They will communicate such dissatisfactions to our support/customer teams. 

      There can be several reasons for a client to be dissatisfied with a translation project, for instance:

      1. Late delivery
      2. Quality issues

      Any issues regarding a translation project are addressed to our support team, ideally by written communication. Therefore our support team will initiate a complaint ticket for investigation. All the related communication and details will be linked to the ticket which stores a record of the entire process.

      Issues with the quality of a translation.

      When our Quality Assurance Department receives a complaint an investigation is initiated to identify the root cause of the presumed quality issues and to apply the appropriate corrective actions if necessary.

      For our QA Department to be able to conduct a proper investigation on a complaint, we ask our clients for conclusive evidence or examples of translation failure in writing. 
      Ideally, the translation mistakes in questions should be highlighted or marked on the same file and format the translation was delivered. This way, the Quality Assurance Department can focus on the defective areas and assess them accordingly.

      Based on the initial assessment, the translation will be either sent to the original translator for adjustments or in serious cases sent to a third party evaluator for quality assessment. A Quality Evaluation is performed on the translation by a third party linguist to obtain an objective and unbiased result that will shed light on the presumable quality issues.

      The outcome of the quality evaluation will always be shared with the original linguist along with an explanation of the outcome for the linguist. In some cases it is necessary to deduct payment or even exclude a linguist from future projects based on the severity of the quality issues.