Quality Guarantee


    The main principles governing our company's policy are:

  • High quality services with emphasis on translation, processing and presentation quality.
  • High level of responsiveness to client needs and quality requirements
  • Competitiveness
  • Meet client expectations and requirements regarding on-time deliveries
  • Implementation and continuous improvement of the Quality Management System according to ISO 9001:2015 & EN 17100:2015, designed to optimise efficiency and effectiveness of our work.
  • Continuous monitoring of legislation and implementation of all applicable laws and regulations
  • Human resources are the most important asset of the company. All in-house translators are experienced and highly qualified, usually to post-graduate level. They only translate from the source language into their mother tongue and their work is always proofread by a second in-house specialist.
  • We also  have streamlined proactive administration procedures, minimising possible corrective actions at later stages, thus creating a very pleasant and productive working relationship with our clients.
  • All  work we provide is covered by a 100% quality and on-time delivery guarantee. This means no invoice is issued if the client finds even one serious error or the job is not delivered on time. Our quality guarantee applies only to projects that are entirely processed by EuroGreek.

All of us –Management and EuroGreek employees– state our commitment to the achievement of optimum results and the compliance with these principles. We take pride in our work and we believe that ensuring client satisfaction results in our own satisfaction.

Staff Selection & Evaluation

Our minimum requirements, before a translator can join our in-house team, are:

  • A university degree, e.g. a BA or MA in Translation.
  • For specialised translations, a university degree or work experience in the relevant area, e.g. BSc in Mechanical Engineering.
  • A post-graduate degree in the subject area is optional, but highly desirable.
  • A language degree in the source language e.g. Diploma in English.
  • At least two years’ professional translation experience or equivalent.
  • Success in a series of tests, taken at our offices, showing translation competence, accuracy, consistency and proper register in the particular subject area.

Our criteria exceed those of the Institute of Linguists’ Postgraduate Diploma in Translation.

Upon a successful 2-month period, under the guidance of an experienced specialist, the translator joins our in-house team.
Only about 1 in 100 prospective translators initially makes it to our short-list before she/he is finally offered a full-time in-house post.

Furthermore, our staff are continuously evaluated throughout their term of employment at EuroGreek, on an annual basis. Each evaluation is discussed and commented on by both the employee under evaluation and his/her assessor (the relevant Department Manager).

QA Procedures

The standard procedures we follow for quality assurance are as follows:

  1. When a project is received, it is first inspected by administration staff for any obvious problems or errors. If everything is found to be in order, an internal job form, with all project specifications and any special instructions, is prepared. If there is a problem, the client is contacted immediately, so that the problem is resolved. The project folder is then passed on from the Project Manager to the Department Manager.
  2. The Department Manager assigns the project to the most experienced specialist in the particular field. If the project’s volume is high, the specialist will also act as Team Leader. The Team Leader calculates how many hours/days it will take to complete the project, with at least one round of proofreading. The work must finish well in advance, so that there is plenty of time for another round of proofreading by a second language specialist. Translators usually produce only about 10 pages per day. Their salary is not based on the volume of work they produce. Translators receive quality bonuses only.
  3. If the translator encounters a specific problem, we try to solve it in-house using our own resources. These include all usual lexicography and references, both in printed and electronic form. We also use many European Union publications and other on-line resources. If, despite our efforts, we find no satisfactory answer to a problem, a query is sent to the client.
  4. When the translator has finished the translation, including at least a full round of his/her own proofreading, a second in-house language specialist, who is also experienced in the particular subject area, proofreads the translation.
  5. The proofreader and the translator meet to discuss possible changes. If there is a particularly difficult or sensitive query, a third specialist –usually the Department Manager– is called in.
  6. The translator implements the proofreader's changes.
  7. The translator and proofreader sign the job form and return the project to the Project Manager.
  8. The project is inspected by the Project Manager to ensure all specifications and special instructions have been duly followed.
  9. Administration staff then forward the project to the client by email, ftp, post or any combination of the above, as required by the client.
  10. If we receive a client complaint, which has to do with the delivery schedule of a project or its quality, we hold a meeting attended by: the Project Manager, the translator(s) involved, the relevant Department Manager and the Production Manager, so that an accurate account of the situation can be provided and recorded.
  11. An official reply is sent to the client giving the reasons for the delay or quality issue. In some cases the complaint is not founded, e.g. the term questioned by the client came from the client’s own reference glossary. If the complaint is founded, our reply includes a no-charge statement for part or the entire project, depending on each individual case.
  12. The new amended files, if applicable, are sent to the client at the earliest possible time.
  13. If the client complaint is founded, all details for the delay/quality issue are recorded in the company’s Project Management System. The relevant complaints are recorded, depending on the severity of the case, within the Company's Quality System forms. The resulting statistics are reviewed by the management team every six months and preventive and corrective actions are taken, if applicable.

Confidentiality

All staff members (both in-house and external translators) are bound by very strict Non-Disclosure Agreements. Staff members are not allowed to copy or take any electronic or hard copies out of the office. Furthermore, all hard copies, following the retention period imposed by the Company's Quality System, are destroyed by using a shredder.

Setting The Standards

Nick Loucaidis (Managing Director) has been a Marking Examiner for the Chartered Institute of Linguists' Postgraduate Diploma in Translation (English to Greek), a formal academic qualification for professional translators.

Antigone Dialinou (Production Manager) is President of the Disciplinary Committee of the Panhellenic Association of Professional Translators Graduates of the Ionian University (PEEMPIP).

Kleopatra Elaiotriviari (Financial, Legal & Marketing Translations Department Manager) has received the award of Best Literary Translation from Spanish into Greek by EKEMEL and the Cervantes Institute of Athens (2008). Kleopatra is President of the Panhellenic Association of Professional Translators Graduates of the Ionian University (PEEMPIP).

So, EuroGreek plays an important role in setting academic and professional standards in the Greek sector of the translation industry.