CLIENT GOAL AND COST RECOVERY: 95% of error free content (no corrections required). If any complaint about poor quality or rejection from the customer, a rework will be arranged. If the underperforming translator/reviewer is asked to implement the changes required by the customer by himself/herself, the required fixing will be done for free. If the feedback implementation is assigned to another linguist, the affected wordcount/additional cost of the rework will be compensated and deducted from the PO of the underperforming users.
QA CHECKS: General and task-specific quality checks will be performed by the reviewers and the Centific team before, during, and after the delivery to the customer. This is to monitor the general translation/review quality and to identify cheaters or poor performers. No matter in which stage of the process issues are detected, QA and anti-fraud protocols will apply to all users (reviewers included).

PROTOCOL FOR MANAGING PERFORMANCE

If any reviewer unfairly penalizes any translator by applying any error category improperly, the penalization will be removed from the translator performance report and applied to the reviewer himself/herself.

QUALITY GROUPS: According to each translator global quality score, there will be 3 different Quality groups:

• Gold: global quality score >=95%
• Silver: global quality score between 80 - 94.99%
• Bronze: global quality score between 70% - 79.99%

Additionally:

• Bronze users could be temporarily deactivated for further quality checks and assessments.
• Users with less than 70% of global quality score will be removed from the pool for poor quality performance.
• Users with negative scores (below 0%) will be considered cheaters and the below anti-fraud protocol will apply.
• Gold suppliers will have higher priority during job assignments over the rest.
• Reviewers with a global quality score lower than 90% in Review webapps will be removed from the review pool for poor quality performance.

This is a general framework, and it is for reference only. Centific is free to adapt and adjust it at any time depending on customer specific requests and project specific needs. For extraordinary circumstances or other scenarios not explicitly mentioned here, Centific is free to apply any necessary quality management strategy (including user removal, user deactivation, and PO discounts) depending on the case.

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