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- Tasks: Manage client feedback and ensure high-quality language services.
- Company: Dynamic translation service provider with a focus on client satisfaction.
- Benefits: 33 days annual leave, hybrid working, competitive pension, and regular team socials.
- Why this job: Join a vibrant team and make a real impact in the language services industry.
- Qualifications: Native-level Russian speaker with experience in client-facing roles.
- Other info: Flexible work environment with opportunities for personal and professional growth.
The predicted salary is between 28000 - 32000 £ per year.
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.
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 escape 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.
Client Quality Manager (Russian-speaking) in Leeds employer: ICS-digital
Contact Detail:
ICS-digital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Quality Manager (Russian-speaking) in Leeds
✨Tip Number 1
Get to know the company inside out! Research our values, mission, and recent projects. This will help you tailor your conversations and show us you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your pitch! Be ready to talk about your experience and how it relates to the Client Quality Manager role. Highlight your skills in client communication and quality management, especially in fast-paced environments.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining our team.
We think you need these skills to ace Client Quality Manager (Russian-speaking) in Leeds
Some tips for your application 🫡
Show Off Your Russian Skills: Since native-level command of Russian is essential, make sure to highlight your language skills right from the start. Use clear and confident language in your application to demonstrate your proficiency.
Tailor Your Experience: We want to see how your past experiences align with the role. Be specific about your client-facing roles and any feedback handling you've done. Relate your experience to the iGaming sector if possible, as it shows you're ready for the content you'll be working with.
Be Results-Oriented: In your application, focus on your achievements and how you've positively impacted client satisfaction or quality management in previous roles. Use metrics or examples to back up your claims – we love seeing results!
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your application and get you into the process smoothly!
How to prepare for a job interview at ICS-digital
✨Know Your Stuff
Make sure you brush up on your knowledge of the iGaming industry and the specific challenges it faces. Familiarise yourself with common client feedback scenarios and think about how you would handle them. This will show that you're not just a native Russian speaker, but also someone who understands the context of the role.
✨Showcase Your Communication Skills
Since this role involves a lot of client interaction, practice articulating your thoughts clearly and confidently. Prepare examples of how you've successfully managed client relationships in the past, especially in high-pressure situations. This will demonstrate your ability to maintain professionalism while delivering top-notch customer service.
✨Be Ready for Problem-Solving
Expect questions that assess your analytical skills, particularly around root cause analysis and corrective actions. Think of specific instances where you've resolved client issues or improved processes. Highlighting your proactive mindset and results-oriented approach will resonate well with the interviewers.
✨Prepare Questions
Interviews are a two-way street, so come prepared with insightful questions about the company's quality management processes and how they measure client satisfaction. This shows your genuine interest in the role and helps you gauge if the company is the right fit for you.