Client Quality Manager (Russian-speaking)

Full Time

Just Added

The Client Quality Manager role sits within the Linguistics department of the translation service line, whose aim is to provide high-quality language services. The role supports the day-to-day operation of our language services from a feedback handling and analysis perspective, directly contributing to client satisfaction, long-term retention, and scalable business growth. It offers the opportunity to develop expertise in client communication, linguistic quality management, and operational analysis. We work across highly-regulated industries with clients across the globe, including iGaming (online casino and sports betting), so candidates will need to be comfortable working with content from this sector.

Role

Contract: Permanent, full-time (37.5 hours/week)
Salary: £28,000 - £32,000 (depending on experience)

Client Feedback Handling

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

Account Management

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

Quality Management

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

Requirements

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

Benefits

33 days annual leave
Birthday off work
Work abroad policy (up to 30 days per year)
Competitive pension scheme (matched up to 7%)
Industry-leading family policies
Hybrid, flexible working
Life assurance and private Bupa healthcare
Regular team socials
Free weekly breakfasts

We appreciate that employing people with a broad range of life experiences and ways of thinking adds value to our organisation. If you require any additional support or reasonable adjustments that will help you to perform at your best and be happy in the workplace, please let us know.

Role

Contract: Permanent, full-time (37.5 hours/week)
Salary: £28,000 - £32,000 (depending on experience)

Client Feedback Handling

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

Account Management

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

Quality Management

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

Requirements

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

Benefits

33 days annual leave
Birthday off work
Work abroad policy (up to 30 days per year)
Competitive pension scheme (matched up to 7%)
Industry-leading family policies
Hybrid, flexible working
Life assurance and private Bupa healthcare
Regular team socials
Free weekly breakfasts

We appreciate that employing people with a broad range of life experiences and ways of thinking adds value to our organisation. If you require any additional support or reasonable adjustments that will help you to perform at your best and be happy in the workplace, please let us know.

Apply

What We Offer You

More than translation, our language services are designed to achieve real connection with your customers with a fully-integrated approach to multilingual content.

Welcome

Enjoy a warm welcome from the team plus a comprehensive induction plan to give you the best start to your career with us.

Flexibility

We know how important it is to have a flexible working environment. Whether at home or in the office, we give you the autonomy to work your way.

Training & Development

We are committed to supporting your development through tailored training programmes and expert workshops to help you reach your full potential.

Welcome

Enjoy a warm welcome from the team plus a comprehensive induction plan to give you the best start to your career with us.

Flexibility

We know how important it is to have a flexible working environment. Whether at home or in the office, we give you the autonomy to work your way.

Training

We are committed to supporting your development through tailored training programmes and expert workshops to help you reach your full potential.

Benefits

Industry-leading holiday allowance, generous pension scheme, private health care, life insurance, home equipment allowance and more.

Well-being

Your well-being is our priority. We offer 24/7 mental health support, regular wellness initiatives and healthy snacks to fuel your body and mind.

Culture

Be part of a vibrant, international team with regular social events both in and out of the office!

Benefits

Industry-leading holiday allowance, generous pension scheme, private health care, life insurance, home equipment allowance and more.

Well-being

Your well-being is our priority. We offer 24/7 mental health support, regular wellness initiatives and healthy snacks to fuel your body and mind.

Culture

Be part of a vibrant, international team with regular social events both in and out of the office!

Birthdays Off

Birthdays are there to be celebrated! Enjoy a day off on your birthday and let us know all about it later.

Modern Offices

Our office space is designed to provide the perfect environment for collaboration, creative thought and focused working.

Breakfast & Drinks

What more can we say? Enjoy a regular office breakfast and Friday drinks with the team!

Birthdays off

Birthdays are there to be celebrated! Enjoy a day off on your birthday and let us know all about it later.

Modern Offices

Our office space is designed to provide the perfect environment for collaboration, creative thought and focused working.

Breakfast & Drinks

What more can we say? Enjoy a regular office breakfast and Friday drinks with the team!

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