Elanex takes a systematic approach to translation quality – providing the highest quality work is a key focus of our business philosophy. We have designed our quality management processes from the onset to be fully compliant with ISO 9001 and European Standard EN 15038 for translation services. We have several systems for managing and ensuring quality, which together make up the Elanex Quality Framework.
The Elanex Quality Framework is built on:
- Practitioner selection – Elanex uses only native-language, professional translators, and selects only a fraction of the translators who apply based on stringent resume review and evaluation.
- Practitioner evaluation – all practitioners in our team are thoroughly tested and measured prior to being approved, and on a continuous basis in order to identify their abilities in the specialist areas we cover. Every piece of work a practitioner completes for Elanex is assigned a score based on the quality of work. These scores accumulate and factor into our selection process for every job.
- Editing – all Elanex translations are fully edited sentence-by-sentence (not just proofread) by one of our Certified Editors.
- Automated review – a key feature of our technology is the ability to automate certain quality checks, such as missing translations, incorrect numbers, and other items. Automated review is a step in our standard project workflow.
- QA Process – A statistically driven process of routinely scoring and grading our translators and editors to consistently ensure they meet the highest translation standards.
- Quality review – in the event that a client identifies concerns with the final product, Elanex will conduct an independent internal investigation, managed by someone not part of the original project team.
- Training – Elanex University provides comprehensive training for all Elanex staff and includes thousands of online help articles, how-to guides, a combination of interactive real-time trainer-led hands-on situational simulations and online video-based training modules, as well as general background and orientation.
All completed translations are assigned quantitative scores by our certified editors. Our quantitative scoring system ranks different types of ‘errors’ (actual semantic errors and clear mistakes, stylistic errors determined by the context or by specific client requirements, or issues of personal preference). Our scoring system enables us to take the ambiguity and mystery out of translation quality, providing consistent quality measurement throughout our network.
The Elanex Quality Framework (EQF) consists of the following:
Practitioner evaluation process: All practitioners are evaluated first at the recruitment stage and later on every translation they do. An evaluation score is then built into their records in the form of points for tracking purposes.
All translators are evaluated based on:
- Translation quality as assessed by a Certified Editor
- Adherence to the reference materials
- Timeliness of responses and ability to meet deadlines
- Return of completed translations in the format requested
Quantitative framework for translator evaluation
All translations are scored on a 1-5 scale, where 5 is ‘perfect’, 4 is ‘expected – high quality with minimal changes required’ and so on. This scoring system is universal, and all our editors (who do the scoring) are provided with a formula to use in creating the score. In this way we develop a consistent picture of translation quality across large teams of individuals.
In the case of a translator not performing to the Elanex standards, that person would be removed from any translation teams they may be a member of and then removed from the database of active and available translators until such time as they can demonstrate to Elanex they remediated the issue and are capable of meeting the required standard.
Practitioner Points system
Every time any practitioner (translator or editor) does any work for Elanex, Elanex assigns that person ‘points’. Points can be positive or negative. Additionally, some points are automatic (for working on a job) and some points are manually assigned (based on performance).
In this way we are able to build a record of the practitioners who consistently perform well over time. For example, if we have two practitioners with 100 points each, but one of them has several negative entries, that person is less consistent. When determining team composition, we tend to use consistently good performers with more points.
Linguistic projects are inspected for:
- Language Standard – grammar, orthography, country standards
- Fluency/Readability – tone of translation appropriate to the target audience, smooth and natural flow of the target text as if written in that language rather than translated into that language
- Terminology Compliance – with reference materials such as style guides, glossaries, industry standard terminology, client reference materials, etc.
We monitor our linguists and ensure their continued improvement through our Practitioner Points system. Every time a practitioner (translator or editor) does any work for Elanex, Elanex assigns that person ‘points’. Points can be positive or negative; additionally, some points are automatic (for working on a job) and some points are manually assigned (based on performance).
Our 100% Editorial review process is a critical process step in ensuring high quality translations. It is embedded into our workflow process and culture. By not relying upon the typical practice of merely sample checking or proofreading, our Elanex Certified Editor review enables Elanex to deliver impeccable quality translation.
Linguistic quality management process
One of the first steps in the linguistic quality process is a Translation Profile Analysis (TPA), completed by an Elanex Certified TPA specialist who defines: (a) language pairs and language direction, (b) subject type and level of subject difficulty, and (c) work type and level of work type difficulty.
- Elanex’s policy is to have a “two-pass approach” for all translations: the first-pass translation is done by an approved translator, and by itself represents a professional translation.
- The second-pass is a sentence-by-sentence review of the translation by an Elanex Certified Editor who is approved for that particular language pair and subject area. The testing is a full check of all the above listed quality elements to ensure it is complete, accurate, and error-free. Feedback from the editing is later conveyed to the translators together with the edited files. A Certified Editor assigns a score from 1 to 5 (5 being the best) and the score is recorded in the Elanex database. Translators with higher scores show up higher in the team ranking and are preferred choices for future assignments.
- Additionally Elanex has implemented a Quality Assurance process to test the quality of both Translators’ and Certified Editors’ work. Translation and editing samples are evaluated based on number and categories of errors. The output from the QA process is positive feedback to the practitioners if the work meets the quality threshold, or alternatively, a clear indication of any issues found together with suggestions on how to solve such issues, as well as general suggestions for improvement from the evaluator. The new QA process allows us to review individual performance but also allows us to monitor progress on a general language level, for a language combination, for a TPA and for categories of errors. The process results are stored in the Elanex PM system and practitioner records in the Elanex database. The process is automated and allows monitoring the status of individual practitioners depending on their performance scores. To assist PMs in practitioner selection, Elanex developed an Intelligent Practitioner Matching System (IPMS) which ranks the practitioners based on their performance results. If the performance of a practitioner is consistently good the practitioner’s position in a ranking remains high. Continual performance issues however cause the ranking to decrease to the point where the translator’s status is revoked and cooperation ceases in extreme cases.
- Quality trends detection process consists of three layers:
- An early warning sent by Certified Editors to the PM team who controls the quality process from project start to finish.
- The PM team can escalate any quality issues to the Elanex Global Practitioner Manager.
- All details are stored in the Elanex system and are available to the global team at any time.