The client has both an in-house writing team and external freelancers. To further scale their operations, they were specifically seeking a partner to alleviate several challenges, including:
One of the client’s major concerns was ensuring that all texts meet SEO requirements through a rigorous QA process, without having to train each freelancer individually.
In order to increase the number of freelancers for various languages and have a backup ready for sudden demands, our HR team sourced applications from qualified writers and editors through various job postings for over 15 languages. The applications were evaluated internally, and the best linguists per language were shortlisted. The most suitable candidates were then selected after conducting interviews with targeted applicants. We also ensured that we always had a pool of applicants ready to step in if needed.
Managing a larger number of freelancers was not a major challenge for us, as we already had the necessary infrastructure in place. We use Beaverapp, an internally developed tool, for coordinating work with our writers and editors, and Missive as a shared e-mail inbox for communication.
To meet the client’s quality standards and optimize our internal processes, we first standardized the client’s instructions into our internal format to simplify the process for all participants. One of our full-time project managers was trained on the client’s requirements and a workflow was defined, including the following steps:
This process can be used for both individual orders and batches of several hundred texts.
Each month, our Head of Quality Assurance evaluates which linguists require correction requests and the frequency and reasons behind them. Individual feedback is then provided to the relevant linguists, allowing them to improve and also reducing the internal correction workload for QA.