Quality Management Policy

Bulgarian Interpreting Services

Purpose

This Quality Management Policy outlines our commitment to delivering professional, accurate, and confidential interpreting and translation services that meet or exceed the expectations of our clients across the UK and beyond.

Scope

This policy applies to all interpreting and translation services provided by Bulgarian Interpreting Services, including face-to-face, telephone, video interpreting, and written translation, covering legal, medical, business, and community domains.

Our Commitment

At Bulgarian Interpreting Services, we are dedicated to:

  • Delivering high-quality interpreting and translation services that are accurate, timely, and culturally appropriate.

  • Maintaining strict confidentiality and data protection in line with GDPR and relevant industry standards.

  • Ensuring interpreters and translators are qualified, experienced, and follow a professional code of ethics.

  • Continual improvement of services based on feedback, audits, and performance reviews.

  • Complying with relevant legal and regulatory requirements.

  • Providing excellent customer service and maintaining long-term client relationships.

Objectives

We aim to:

  1. Maintain a minimum customer satisfaction rate of 95%.

  2. Ensure 100% of interpreters and translators meet required qualifications and undergo regular training.

  3. Respond to client inquiries and booking requests within 24 hours.

  4. Review and improve internal processes quarterly.

Quality Assurance Measures

  • Recruitment & Training: All interpreters are vetted, DBS-checked, and trained to ensure consistent service quality.

  • Client Feedback: We actively collect and analyze client feedback to identify areas for improvement.

  • Performance Monitoring: We regularly assess the accuracy, reliability, and professionalism of our interpreters.

  • Documentation & Review: Quality procedures are documented and reviewed annually or when significant changes occur.

Responsibility

The Director is responsible for implementing this policy and ensuring all team members understand and adhere to its principles. All staff and freelancers must take ownership of quality in their respective roles.