Client Quality Manager (Russian-speaking)

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.

Native-level command of Russian is essential in this role.

The 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

About you:

• 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

What we offer:

• 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.