Our Quality Assurance Department keeps track and monitors both vendor (external translators) and internal Project Manager Performance on a monthly basis or ad-hoc if there is a quality issue detected in pre-delivery supply to the client. Our Translation Management Tool (TMS) makes it easy to view and report online, 24/7, 365 days in the year what is the number of internal and external complaints, as well as the scores obtained by translators according to their performance.
Following European Translation Standard EN15038 and ISO9001, every translator is provided with a set of instructions with each job which includes: termbases/terminology databases to follow, reference material, a reference translation memory and, when agreed with the client, access to a custom-built machine translation engine with the client’s preferred terminology sets, terms, expressions and style. A Style Guide may be supplied if agreed with the client. Translators work on an interface which provides suggestions from previous translation work and fix terminology. At, this “first-off” translation step, linguists have to provide a checklist declaring that the Quality Control Checklist has been followed. Checks like spelling, double spacing, trailing spaces, punctuations, etc take place at this stage. After translation, an editor both verifies that all the points on the checklist have taken place and there are no errors. The editor the produces a “final” monolingual version that he/she approves and sends to a final proof-reader who only views the target monolingual version and reads it as a native speaker will. Any come backs or feedback are sent to first translator or editor for implementation.
Whenever an editor ranks a translator’s first translation as low, the latter receives a warning report with a list of corrections (typically using QC software like XBench or QA Distiller). A Non-conformity is raised and the ranking of the translator in the TMS goes down as a result. Project Managers are in charge of rating and evaluating the performance of each supply, both for translators and for editors. A lower rating means that the translator has not performed as well as other translators and he/she will not appear in the top positions of the TMS suggestions for a particular language combination. Therefore, this “point system” continuously monitors and provides the best performing linguists and lets other members of the team about low performance. Should the supply from a given translator not meet professional standards, the editor and PM would remove that person from the list of approved suppliers. We would like to stress that this is done as part of our own QA procedures and always before delivery to the client. In the unlikely event that a client should rank one of our own supplies as “low”, our Quality Assurance Department would revise first the grounds for the client’s complaint and detail whether the issue is due to lack of compliance with quality steps at Pangeanic in any checking stage lack of revision lack of compliance with terminology preferential changes by the client . The whole supply would be checked, as well as terminology and style guidelines. If the supply is found to contain errors, Pangeanic will repair them immediately according to client’s suggestions. It the reasons why there was a deviation from the procedures will investigate and a NC will be raised for the parties to provide information as to why it happened. The NC may result in warning, lower score and/or erasing from the approved supplier list according to severity. If the complaint is found to be based on personal preference or personal style changes, these will be reflected in the client’s job profile. No NC will be raised.
Pangeanic carefully selects any potential provider of language services to the company. Without a careful HHRR policy and management, we would not be able to provide the service level we provide. Based on an excellent pool of linguists, and a quality policy that permeates throughout all our work, we establish a “rate system” for vendors and keep on qualifying /disqualify accordingly. We measure KPIs as above on a quarterly basis for key accounts and provide this data to PMs and Client Account Managers. All our service complies and most often exceeds the requirements set out by EN 15038 and and ISO900, and also the general Quality Management System 9001.