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Corinne Flanagan
Smartsheet Senior Manager of Training, Quality, & Operations
Asked a question 3 months ago

Looking for any insight on how to approach evaluating customer interactions in a foreign language. Use case: Localization project to provide support in the German market using bi-lingual English/German agents. The agents will handle both English and German interactions. We don't have anyone proficient in German to perform quality evaluations on German cases. At this time, it is not an option to hire a bi-lingual QA analyst. I would love to know if anyone has the experience, thoughts, or recommendations here.

Merily Leis
Hey Corinne! I asked the team and we couldn't come up with a perfect solution, unfortunately.

However, you could try using a browser extension for translating the conversations within the QA tool ā€“ or filter out only conversations that have the English language tag or parameter or only review those.
Corinne Flanagan
Merily Leis Thank you and the team for the suggestions! I'll look into those. I'll certainly report back on this!

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