At M21Global, we believe that excellence is a continuous process and not the final destination. That is why one of our commitments is the Continuous Evaluation of every translation project we undertake.
This commitment is not limited to the execution phase alone, but extends beyond project delivery, where we carry out a rigorous internal analysis to identify areas for improvement.
The aim of this evaluation is not merely to reflect on what was done well, but also to identify opportunities to enhance our services. Every project is an opportunity to learn and grow, and we take this philosophy seriously.
We use metrics and feedback, both internal and from clients, to assess our team's performance and the effectiveness of our processes.
This proactive approach to continuous improvement is what enables us to adapt to changes in the industry, client needs and new technologies.
By choosing M21Global for your translation needs, you are selecting a translation company that is never content with the status quo.
How We Evaluate Translators
Every M21Global translator is evaluated in regular cycles based on four objective metrics:
- Accuracy rate — the percentage of segments delivered without the need for correction by the reviewer, measured on a project-by-project basis.
- Terminological consistency — compliance with the client's glossary and approved translation memories.
- Deadline compliance — the ratio of deliveries made within the agreed deadline, including intermediate milestones in long projects.
- Client feedback — qualitative assessment collected after each delivery, integrated into the translator's internal profile.
These data feed into an individual scorecard reviewed quarterly. Translators with consistently high performance are prioritised for higher-responsibility projects, whilst those who show deviations receive personalised development plans.
Selection and Onboarding Process
Quality begins before the first project. Our native translator selection process follows four rigorous stages:
- CV screening — verification of academic qualifications, professional certifications and experience in the area of specialisation.
- Translation test — a practical test assessed according to ISO 17100 criteria, including accuracy, fluency and appropriateness for the target audience.
- Trial period — the first projects are reviewed with additional scrutiny and the translator receives detailed feedback on each delivery.
- Specialisation matching — following validation, the translator is assigned to subject areas compatible with their training and experience (legal, technical, financial, medical, among others).
Only after successfully completing all four phases does a translator join M21Global's active team. This rigour ensures that every professional working on your projects has already been tested and validated.
Feedback Loop and Improvement
Continuous evaluation only generates value if it feeds concrete actions. That is why we have implemented a closed feedback loop:
- Systematic collection — after each project, the account manager records the client's feedback and the results of the internal review.
- Profile integration — the data are incorporated into the translator's scorecard, updating their performance metrics.
- Corrective actions — if a translator shows deviations, an improvement plan is defined with clear objectives and a reassessment deadline.
- Targeted training — when necessary, the translator receives additional training in terminology, CAT tools or industry standards.
This cycle ensures that errors are not repeated and that quality evolves from project to project. Our clients benefit directly from this progressive improvement, especially in long-term relationships.
Guarantee for the Client
Continuous evaluation translates into tangible benefits for those who use our services:
- Consistent quality — with regularly evaluated translators, the quality level remains stable regardless of the volume or complexity of the project.
- No surprises — our scoring system detects potential problems before they affect your deliveries.
- KPIs available — if you require quality reports for internal audits or compliance, we provide the relevant indicators for your project upon request.
- Dedicated team — for recurring accounts, we assign a fixed team of translators and reviewers who know your glossary, tone of voice and preferences, ensuring continuity and consistency.
By choosing M21Global, you are opting for a translation company that measures, documents and continuously improves. Our processes are aligned with the ISO 17100 standard and the continuous improvement programme, ensuring that every translation reflects our commitment to excellence.
Frequently Asked Questions
Our selection process includes four phases: CV screening, a translation test assessed according to ISO 17100, a trial period with in-depth review and specialisation matching. Only candidates who pass all phases join the active team. We work exclusively with qualified native translators.
We assess four dimensions on each project: accuracy rate (segments without correction), terminological consistency (glossary compliance), deadline compliance and client feedback. These metrics feed into an individual scorecard reviewed quarterly, allowing us to identify trends and act preventively.
An improvement plan is defined with specific objectives and a reassessment deadline. Depending on the case, the translator may receive additional training in terminology or tools. If deviations persist after the improvement plan, the translator is removed from active projects. This rigour protects the quality of your deliveries.
Yes. We provide reports with the relevant quality indicators for your project, including accuracy rate, volume of corrections during revision and deadline compliance. These data are useful for internal audits, compliance or simply for tracking quality evolution over time.
For recurring accounts, we assign a dedicated team that knows your glossary, tone of voice and preferences. This continuity reduces adaptation time, improves terminological consistency and ensures that accumulated knowledge is not lost between projects. In case of unavailability, we have backup translators with a similar profile.
We use shared glossaries, centralised translation memories and client-specific style guides. Before kick-off, all translators receive a unified briefing. During execution, QA tools monitor consistency in real time. In the final phase, the reviewer checks the overall coherence of the document, ensuring that the result reads as though it were written by a single person. See also our Zero Errors commitment.