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)
* Receiving and logging client feedback, and asking for any additional information required for investigation
* Determining type and severity level promptly to elevate 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
* 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
* 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
#J-18808-Ljbffr