Receiving and logging client feedback, and asking for any additional information required for investigation
Determining type and severity level promptly to escalate any major/critical feedback
Acting as the feedback investigation owner, conducting root cause analysis according to internal guidelines
Resolving feedback, including determining corrective and preventive actions, and ensuring they are completed within appropriate timeframes
Presenting findings to clients promptly
Monitoring client satisfaction and following up with clients where necessary
Flagging trends to the linguistic quality team
Relaying feedback to team operations where appropriate
Building strong client relationships while confidently leading and supporting client interactions, including calls and face-to-face meetings related to feedback
Creating detailed reports/dashboards for clients
Creating client-specific guidance documentation on processes and workflows
Being accountable for adherence to service agreements
Contribute to quality assurance initiatives to optimise processes and uphold high standards across all projects, ensuring adherence to margin targets
Determine required actions relating to translator quality performance, either completing the actions or supporting other managers with completing them

Native-level speaker of Russian
Experience in a fast-paced client-facing environment and confidence participating in client calls or meetings
Demonstrated success in managing client relationships effectively and delivering top-class customer service
Experience handling client feedback, including root cause analysis and corrective and preventive action planning
Proven experience in quality management within language services
Strong linguistic quality assurance and assessment skills
Experience with ISO 17100 standards and LQA methodologies
Proficiency in CAT tools and QA software
Ability to provide constructive feedback on performance
Demonstrable organisation skills
Excellent written and verbal communication skills
Time management skills with the ability to work to deadlines
Results-oriented, with a proven ability to meet and exceed targets
Passion for language/quality management
A driven, proactive mindset
Flexible in approach to work

Client Quality Manager, Russian-speaking

Key skills