Language Quality Management - It is Not Just About Scores
Monday, 25 March, 2019
This presentation introduces the Quality Ownership Program, an advanced collaboration model between the Translation Service Buyer and Localization / LQA Service Provider. The Quality Ownership Program fosters a data-based, yet, human-driven approach to quality management and helps address the missing element of "emotional experience" in a typical language quality evaluation systems. LQA is an excellent tool to continuously improve the quality of measurable factors like accuracy, adherence to approved terminology, etc., but it cannot indicate if a product or service speaks to the consumers using language elements that produce a positive emotional experience - experiences, that entice the user to "like" a product or "share" a service page. This presentation discusses how the Quality Ownership Program engages in-country linguistic stakeholders of a Service Provider in the role of Buyer´s Language Ambassador / Quality Owner and what their role and tasks are.
Katerina Gasova joined the first localization team of Moravia IT s.r.o. in 1994, having previously specialized in technical and legal translations. In 2004 Katerina set the foundation for Moravia's Linguistic Services Department to develop and implement language quality management strategy and expert language-related services at Moravia. As a team leader, expert advisor and mentor, Katerina has been supporting the world-wide team of in-house and in-country linguistic experts in linguistics, quality assurance, terminology management, machine translation quality assessment and post-editing in theory and practice. Katerina holds a Master’s Degree from Masaryk University in Brno, Faculty of Arts, in English and German Language and Literature. She lives in Brno, Czech Republic.
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