ISO:9001 and ISO:13485 Certified Quality Assurance

1-800-Translate is ISO 9001:2000 and ISO 13485:2003 certified. This means we are audited on an annual basis by the UK’s National Standards Body, BSI Group to ensure that our quality assurance process is an integral part of our work and is continually being improved to ensure customer satisfaction.

ISO (International Organization for Standardization) is a worldwide federation of national standards bodies from over 110 countries. The ISO 9000 family of standards for quality management and quality assurance represents an international consensus on the key components of a quality management system.

At 1-800-Translate, quality assurance planning is incorporated at every milestone of a translation and localization project in order to successfully deliver a localized product that meets the expectations of both the client and the intended audience. Since quality in translation is sometimes subjective and evaluation is at times relative, establishing shared quality objectives is critical to the success of the product and thus the services we deliver.

Operationally, we measure the quality of our work using a proprietary version of the LISA (Localization Industry Standards Association) QA metric. But our main ISO measurement is based on the feedback we get from our clients. Improving client experience is the fundamental intention of an ISO-certified process and the fundamental measure of success for such a program.

To measure customer satisfaction, we survey our clients upon completion of every job, using an NPS (Net Promoters Score) metric. This QA method is also carefully audited, updated quarterly and posted on our website.

1-800-Translate is ranked number one for customer satisfaction in the entire translation industry, which we believe demonstrates the success of our quality assurance management process.

As an ISO:9001 and ISO:13485 certified translation company, 1-800-Translate processes meet strict quality-control guidelines. Since ISO QA processes are unique to each firm, actual quality can vary widely, especially in the translation industry where quality perceptions are often subjective. Below is a description of our QA process.

Quality assurance begins with staffing. We test, recruit and train a large staff of translators for translation and editing tasks. Experts are recruited based on accreditation in the American Translators Association or other recognized professional linguist associations, as well as on recommendations, testing and specific industry experience and backgrounds.

Translators and other linguists are recruited worldwide, since every assignment requires a custom solution where time zone, dialect, or in-country knowledge is considered along with skill set and industry experience.

In-house project teams are formed for each job in the same way. Experienced professionals with specific industry experience are the rule. A strong personal commitment to customer satisfaction remains the most important qualification for the 1-800-Translate team.

We collaborate with our clients to assist with multi-lingual project planning for the best return on investment. Like any production work, translation can be a complex process. Most work does not require a great deal of client participation, but for other projects, intensive client input may be necessary.

The project team supervisor reviews the source material upon intake.

The project manager then:

• Documents what should and should not be translated within files or hardcopy submitted;
• Determines character set and file format requirements;
• Determines any output requirements for print and other media, if applicable;
• Identifies existing translations, glossaries and word-string databases that can be incorporated into the new translation;
• Determines schedule and pricing; and,
• A Letter of Engagement, defining every aspect of the project, is submitted for client review and approval before we begin the assignment.

Existing glossaries/translation memory databases
 
If glossaries are found in the client’s profile, then the content of the new translation project is entered into the existing glossary and the glossary is updated as the project proceeds. Style-sheets, glossaries and translation memory databases are maintained by the project team but remain client property. A tracking web page may be used to provide real-time updates on work for clients when required. All corrections are documented using the Localization Industry Standards Association (LISA) Quality Assurance Model 3.1.2.

Audience localization: Copy writing services
 
Good translators, like good writers everywhere, write best when they know their readers. Demographic info such as age, sex, education, bilingualism, and cultural background help localization planners to write for maximum impact and comprehension. Marketing messages can be tested for regional acceptance and usability. Copywriting services are available when translations must deviate from source in order to motivate or inspire target audiences.

Once the Letter of Engagement and all project specifications have been reviewed and approved by the client, the project manager then initiates the project. As per our ISO QA guidelines, the process is as follows:

Version Control
 
Translation is a process of change. Version control is maintained through database administration, time/date stamps and a detailed file-name protocol. Default version history is developed based on project requirements.

• Source text
• First draft of the translation
• Editor’s draft of the translation (textual validation)
• Project expert’s draft of the translation (validation review)
• Back translation draft, if required.
• Client changes, if necessary.
• Editor’s draft of client changes (textual validation and review)
• Project expert’s final output file (functional, production validation review)

Translation and Localization Validation
 
Each textual error is tracked within the file. The original translator, at the discretion of the project manager or editor, then reviews proposed client changes, if any. The translator may then choose to challenge an edit, with the project manager responsible for challenge resolution. Textual corrections are then integrated into translation memory and terminology management systems automatically, populating database structures so that consistency is preserved in future documents.

Upon completion of the final validation review, the translation is formatted as per the client’s original output formatting instructions and is then delivered to the client in a timely manner.

If additional changes are made to our work after we submit to the client, we suggest that the client review those changes with us.

After the job is completed and invoiced, clients are asked to complete a one question survey based on the Net Promoters Score metric. A low score triggers a mandatory investigation, and depending on findings, may require a corrective or preventive action.

The customer relations supervisor then evaluates team performance at the conclusion of every job, based on results of the best practice validation parameters and the customer satisfaction review.