Quality Management

Strict quality control processes to assure compliance with ISO 9001 and ISO 17100 standards

ISO 9001 and ISO 17100 certifications

We began the certification process for two important international standards: ISO 9001 (Quality Management Systems) and ISO 17100 for the provision of translation services in 2016. The main goal is to establish an organisation geared towards common objectives that cut across all company processes and employees and improve customer satisfaction by adopting quality assurance procedures that optimise the final results. Learn more about SMARTIDIOM’s quality policy.

What are your company’s most valuable assets?
  • Our linguists are selected, tested and continuously evaluated in accordance with industry standards;
  • Your documents are handled using the most advanced state-of-the-art tools in a consistent manner – linguistically, administratively and technically;
  • Your projects are overseen by a dedicated Project Manager, who is your exclusive contact point with SMARTIDIOM;
  • Your preferred terminology, your style guides and reference materials are respected and integrated throughout the translation process;
  • Your projects are managed in accordance with documented procedures, ensuring consistency and traceability.

Proven model for managing procedures

Our quality assurance process is designed to ensure that all projects SMARTIDIOM undertakes meet the highest quality standards before they are delivered to the client. This is a tied and tested method that has never let us down. Below you will find the reason why.

1 – Document analysis by the dedicated project manager

The original text is checked by the dedicated Project Manager who analyses the content, the style and the complexity of the document to identify the area of expertise concerned. The Project Manager takes note of all the characteristics and instructions the client gave that require additional care. This initial analysis is essential for us to select the best team for the project, the best software, the best translation memory and terminological databases and the best reference files.

2 – Translation by a native translator in the target language

The text is translated by a technical translator who is a native speaker of the target language, with a degree in translation and with proven experience in the area of expertise of the document.

3 – Proofread by a native reviewer in the source language

In the next stage, the reviewer, who is also a native linguist and who is trained and has the same level of experience and knowledge in the area of expertise of the document, will thoroughly review the translation and compare it with the original text, looking closely for errors, inconsistencies in terminology, omissions, wrong interpretations, etc. The reviewer will carefully review the entire translation, sentence by sentence.

4 – Quality control by the dedicated project manager

After the first review and after making any necessary changes, the Project Manager is responsible for carrying out the final quality checks before delivering it to the client, which includes the use of QA (Quality Assurance) tools. Whenever we provide a Desktop Publishing service, a further review of the project is carried out before it is delivered. Once this process is complete, the Project Manager makes sure that all the client’s instructions have been followed and that the document is ready to be delivered.

5 – Validation of the translation by your brand’s reviewers

Your brand’s internal reviewers will check the final translations and make any necessary adjustments that will be implemented immediately and stored in the terminological database for future projects.

What is our selection criteria for accepting a linguist into our database?

1.

SMARTIDIOM’s external human resources department pre-screens applications. We conduct an initial assessment to check the applicant’s suitability for the job. We assess applicants on the following criteria:

  • Academic background in translation or similar. We prefer candidates who hold a degree in translation;
  • Academic background in a particular area of expertise, with a minimum of two years of experience as a translator;
  • Work experience in a particular area of expertise;
  • Years of experience as a translator (minimum of two years) and a proven track record of reliability and professionalism;
  • Professional references;
  • Passing the translation test requested by SMARTIDIOM;
  • Mastery of the source language being translated from;
  • Native speaker of the target language being translated to;
  • Advanced knowledge and experience in using CAT tools.

2.

Before the candidates are included in our database, they perform a translation test in the language pair and in the area of expertise they intend to work in. The translation tests are evaluated by trustworthy experienced experts, after the revised file is delivered, they fill out our SMARTQA, a form that allows us to classify the candidate’s translation in terms of language skills, comparing source and target text, compliance with instructions, grammatical accuracy, use of proper terminology, among other criteria.

3.

If the candidate passes the selection process, they are included in our project management system database as a “Candidate”, which means that our project managers will pay special attention to the quality of the work this language service provider produces during the initial stage.

Language service providers who do not deliver an acceptable standard of quality, do not follow the instructions of the client or do not meet delivery deadlines are excluded from our database. They will be marked as “Excluded” in our project management system so that our project managers do not contact them again.

A Project Manager dedicated to your brand

Once your project reaches SMARTIDIOM, you will be assigned a dedicated Project Manager, who will make every effort to get to know your brand’s preferences, needs and areas of operation. Your Project Manager will strive to get to know as much as possible about your products/services to assign the right resources for the implementation of your project. They will suggest new work methods and procedures and tell you about any additional tools that can enrich your project, always thinking about providing the maximum added value to our services.

Your Project Manager is responsible for:


Identifying the project’s specialist area to ensure the most experienced specialists in this domain;


Problem management and delivering solutions;


Management of global workflow;


Creation and distribution of delivery schedules;


Monitoring project status in its various phases in order to ensure the project is delivered on time;


Daily communication with everyone involved in the process and sending feedback to the client;


Coordination with your brand’s internal reviewers during the validation process of the translation;


Identification of your brand’s current and future needs;


Development of SMARTIDIOM’S relationship with your brand.

Phases of a SMART project:

1

We receive your project

2

We assess the project

3

We send you a quote for the project

4

You (hopefully) accept our quote

5

The project gets approval

6

We select and organise the reference material to be used

7

We create a glossary and/or terminology database

8

We send the project to the translator

9

We send the project to the reviewer

10

The Project Manager runs the final QA

11

The document is given the final formatting and adjustments

12

We deliver

How do we guarantee the quality of our linguists?
  • We select the most experienced specialists in the industry through our extremely strict global recruitment process to ensure the most consistent results. Our recruitment process complies with the ISO 17100 standard, a European Quality Standard especially designed for translation service providers that defines the best practices to ensure excellent results in providing language services.
  • SmartQualityManager, our feedback and claims management system, monitors the project life cycle, allowing:
    • The customer to classify and register feedback on the quality of the project they received;
    • The Project Manager to classify and register their feedback about the translator/proofreader used in a particular project that they managed;
    • The reviewer to provide feedback on the final quality of the translated text and justify the end result (PASS or FAIL) along with the translation’s strengths and weaknesses.
  • When a project is assigned to a translator, the Project Manager chooses the best person based on feedback from previous work. A translator with a higher score is used more frequently, whereas a translator who does not constantly show positive results is excluded from the database.
  • Ultimately, the in-house and out-house linguists are evaluated quarterly by SMARTIDIOM’s quality management department, by filling out the evaluation report for the in-house team and freelancers.
  • After delivery, the evaluation system allows us to identify possible areas for improvement and suggests progress models for the translator, ensuring they can continue on future projects.

Terminology database and glossary management

We use terminology databases and glossaries management tools to speed up review, maintain consistency and ensure significant cost savings. The translation memories ensure that the client’s terminology is “remembered” and immediately integrated in subsequent projects. Using the same terminology in all the client’s projects consolidates the message and transmits a more professional image.

Why do we use glossaries?

Creating glossaries may seem too time-consuming and require dedication, but, in fact, there are tools that help us do it quickly and easily. After all, why should people waste time searching for a term when it has already been used in your last project, 2 months ago? SMARTIDIOM’s project managers create and maintain glossaries by industry, client, subject and other categories which are useful for them and that they can call on when translating/reviewing. Our project managers update the databases and the glossaries whenever you entrust us with a new project, a decisive step for the quality and consistency of future work.

Need more information?

Our solutions and tools were designed to provide you with a quick, solid start towards globalisation. We work with your team, building and creating awareness for your brand from the very first moment you trust us with your project.