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Quality and complaints

The Quality tab keeps a record of complaints, feedback, praise and internal findings, and of what you did about them. It's in the advanced view.

Opening a case​

New case, then choose:

  • Type: client complaint, client feedback, praise, or internal finding (something your own team spotted).
  • Severity: minor, major or critical.
  • Category: accuracy, terminology, style, formatting, missed deadline, missing content, communication or other.
  • The client, vendor, project and target language it concerns, and a respond by date.

Each case gets a reference such as QC-2026-00012. You become its owner.

Cases from the client portal​

Clients with portal access can raise a problem, feedback or praise from the portal's Feedback tab, optionally for one of their projects and a language. It arrives as a case marked from client portal, owned by your organisation's owner, who is notified. Re-assign it like any other case.

Clients see their case's subject, details, a simple status (received, being looked into, being put right, closed) and your Reply to the client, never your root cause, actions or vendor notes. Write the reply in the case; you can also reply on a case you logged yourself, which then appears in that client's portal.

Working a case​

Open the case to move it from Open to Investigating to Corrective action, and record:

  • the root cause;
  • the corrective action (what fixed this instance, for example a rework or a glossary update);
  • the preventive action (what stops it happening again);
  • whether the vendor was at fault. Only complaints marked as the vendor's fault count against them, so a complaint caused by the client's own source text doesn't hurt the linguist.

Rework and credit​

In an open case, under Remedy:

  • Create rework job copies the case's job (same project, languages and stage) as a new job, to the same vendor, another vendor, or unassigned so you can offer it out. The case links to it.
  • Credit an invoice… lists the client's issued invoices for the case's project. Leave the amount empty to credit the remaining balance, or enter a net amount. The draft credit note goes through Finance approval like any other, and the case links to it.

Either action moves the case to Corrective action.

Closing​

Choose a resolution (reworked, credit given, explained with no change, not upheld, or other) and Close case. Major and critical complaints need a corrective action recorded before they can close, unless they weren't upheld. Closed cases are read-only; Reopen one to change it.

Vendor scorecards​

A vendor's page shows a scorecard for the last 12 months: on-time delivery (jobs delivered by their deadline), upheld complaints, praise, the share of job offers they accepted and how quickly they usually answer. Use it alongside your own private score when you choose who to offer work to.