Atachment 12: Method of Approach

1.0 Method of Approach

1.1 How do you plan to provide the service?

Users will have access to all service solu�ons Akorbi offers, including our ISO-cer�fied transla�on, interpre�ng, and mul�media services. We work closely with our clients to understand their unique needs and requirements, and tailor our services accordingly. Further, we are commited to providing the highest level of quality and ensuring that our clients are sa�sfied with the services we offer. Our flexible structure, tools, and workflows enable us to cater to the unique needs of each division within the State of Arizona, ensuring seamless support across diverse areas.

The language service industry is built on a freelancer and full-�me retainer-based models to provide the necessary scalability required to support the State. Akorbi works with linguists in each of these models to ensure �mely delivery of projects, order fulfillment, consistency in deliverables, etc. Aside from the ability to scale up and down on a dime, this also allows us to recruit and match handpicked resources with highly specific subject mater exper�se according to our client’s specific service needs.

We establish a clear project scope and requirements in collabora�on with our clients to align efforts and expecta�ons from the outset. U�lizing advanced project management tools and technology, we efficiently monitor project �melines, allocate resources, and facilitate smooth workflow management. Open and transparent communica�on channels, including email, video conferencing, and project management portals, enable efficient collabora�on and �mely informa�on exchange. We foster a collabora�ve environment, conduc�ng team mee�ngs and regular check-ins to facilitate coordina�on and knowledge sharing. Con�nuous improvement is a key aspect of our approach, as we ac�vely incorporate feedback and implement best prac�ces to enhance efficiency, communica�on, and overall project performance.

In terms of our company’s scalability and ability to accommodate a higher demand in workload or needing to incorporate new resources with short no�ce, we rou�nely track programs on a monthly cadence to iden�fy trends in demand. This, in turns, ensures that we have sufficient resources, not only for scalability, but to accelerate workflows without compromising quality. Client mee�ngs are also set up on a regular basis to provide status repor�ng and discuss possible issues, allowing us to always remain proac�ve.

1.2 What are your processes for providing these services?

Akorbi will meet with the State personnel in a discovery mee�ng to iden�fy project requirements.

During the mee�ng, personnel will be provided key communica�on details (phone/email) of their assigned client management team and establish regular project mee�ng schedules. Akorbi will assign a dedicated team consis�ng of an Account Manager, Opera�ons Manager, Project Manager, Language Quality Manager, and engineering support. Communica�on mapping will be shared as well as communica�on response SLA – Service Level Agreement (SLA).

This team will work closely with the State departments to ensure clarity and transparency of workflows and that deadlines and instruc�ons are followed. The Akorbi project team tracks turn-around �mes, order fulfillment, quality, and financial data in a Business Interface (BI) dashboard and will provide the

State with regular reports. The details of the project key project indicators (KPIs) and SLAs will be agreed on with at the start of our collabora�on. We also offer access to our client project management portal as well as our proprietary scheduling system, Adapt. This system allows both teams to have a centralized loca�on where users can log in to submit, track, and retrieve their projects at any �me. This ensures the same informa�on is shared between the teams and constant communica�on is kept.

There is no cost to the client to use our portals and we offer demos as well as training to all reques�ng team members. We do offer customizable solu�ons which our engineering team scopes based on client needs, we would provide different op�ons based on current client tooling, whether more efficient alterna�ves to achieve the intended goal can be considered, etc., the costs would be part of the proposal and would be approved by the client prior to any implementa�on.

For our transla�on division, Akorbi can support different methods for submi�ng transla�on requests.

We support email, online submissions through our website, API connec�on to client CMS and submissions through our transla�on project management portal.

For interpreta�on, Akorbi offers in-person appointments, scheduled video appointments, on-demand telephonic, and virtual presenta�on, all of which can be requested through our proprietary system.

Akorbi aims to align on a standardized request submission with our client so that all requests, approvals, and queries come through a standardized process. This is to avoid miscommunica�ons and uncertain�es on the client's end. The client-dedicated Account Manager provides step by step documenta�on on the project submission process and provides a step-by-step demo which can be shared with all the stakeholders within the State.

2.0 Provision of Services

2.1 On-Site Interpreta�on

Akorbi u�lizes a customized scheduling system and has a dedicated team of triage, fulfillment, recrui�ng, and management. This team has consistently and successfully filled on-site interpreter requests historically, achieving an average fill rate of 95%. To ensure the same success with State agencies, we advise that appointments be scheduled with as much advanced no�ce as possible.

As noted above, requestors will be provided an account to access Akorbi’s scheduling system. Upon having an appointment booked into the Akorbi scheduling system, requestors will immediately receive an automated email indica�ng that the request has been received by Akorbi and is processing. As each appointment is assigned an interpreter and is confirmed, the requestor receives automated real-�me no�fica�ons via email providing the name of the assigned interpreter along with a confirma�on number.

Addi�onally, the scheduling system sends out ac�ve status emails at 120, 96, 72, 48, and 24 hours prior to the appointment start �me. This feature helps reduce cancella�on fees by ensuring requestors can cancel or reschedule if necessary.

Our methodology ensures that interpreters are not only qualified and skilled, but also culturally sensitive to the unique linguistic and cultural needs of the diverse communities we serve.

1. Assignment Assessment:

Before making an assignment, we conduct a thorough assessment of the need and ensure that all relevant information is gathered. This includes demographics, consumer characteristics, gender preferences, subject matter, and cultural nuances involved.

2. Interpreter matching:

Based on the information collected, we match assignments with interpreters who best fit the request.

3. Cultural sensitivity and diversity:

Cultural sensitivity is paramount in our selection process. Our interpreters are not only native speakers of the languages they interpret, but also have demonstrated experience in the desired area of specialization. They undergo ongoing cultural training for empathy and understanding.

5. Feedback Loops:

We maintain an open feedback loop with our clients, encouraging them to provide insight into the cultural appropriateness and effectiveness of our interpreters.

6. Cultural Consulting:

In cases where specific cultural insight is required, we consult with cultural experts within our team or the community to ensure that assignments are culturally appropriate and sensitive.

7. Diverse Interpreter Pool:

We are proud of our diverse pool of interpreters who represent a variety of ethnic, cultural, and linguistic backgrounds. This diversity allows us to match clients with interpreters who can best understand and relate to their unique cultural perspectives.

2.2 OPI Interpreta�on

Customizable and compliant real-�me telephone interpreter services are available in over 170 languages and are available 24/7. Live-answer operators available or customers can logon to our proprietary ADAPT online pla�orm and connect with a qualified interpreter in 25 seconds or less.

We work exclusively with qualified and cer�fied interpreters who are ready to meet customer’s needs at a moment’s no�ce. We ensure the most qualified resource is matched to every interpreta�on request.

Our interpreters have extensive experience and substan�al knowledge of the subject mater at hand and know there is no margin for error.

The OPI Call flow is as follows (please see additional attachment for complete call flow):

The average speed of answer is currently 12 seconds for Spanish, 15 seconds for all other languages.

With our on-demand service, a caller is first connected to Akorbi’s interac�ve voice response (IVR) system which prompts the caller to select the target language requested. Some clients require a unique Client ID or authoriza�on code to be entered as well. The IVR system connects the caller to an interpreter. For lesser diffusion languages, there may be a slightly longer wait.

If requested, Akorbi can assign a unique & secure Client ID specific to each coopera�ve purchaser that iden�fies and protects the account against any abuse. We can also assign an Authen�ca�on Code to iden�fy each Department or Facility, using the On-Demand OPI service: This code is an added security feature that callers must enter in addi�on to the assigned Client ID.

Note: If at any point during the call Voice Response is unable to validate the speaker's requirements, the call is immediately connected to a live Customer Service Representa�ve who will collect necessary informa�on and route the call to the next available interpreter.

2.3 VRI Interpreta�on

Akorbi’s video remote solu�ons are nearly plug and play. Upon account setup, clients will have the ability to access on-demand remote and over-the-phone interpreter services 24 hours, 7 days per week. This includes an on-demand number, interac�ve voice response (IVR) or “press key” language recogni�on and account verifica�on to ensure connec�on with the correct interpreter in the target language requested.

Our revolu�onary video interpreta�on service increases speed to market and cost efficiency, while allowing customers to communicate seamlessly with employees, clients, pa�ents, as well as any member of the Deaf and Hard of Hearing community.

Video interpreta�on technology allows the user to control interpreta�on costs while mee�ng their on-demand interpreta�on needs. Within seconds, the user can connect to an interpreter from the convenience of a computer, tablet, webcam, or mobile device. Simply log-in to Akorbi’s proprietary portal, select the language needed, and the interpreter will appear on the screen within 30-45 seconds.

2.4 Court/Legal On-Site Interpreta�on

Akorbi's proprietary pla�orm, ADAPT, is a one stop shop for interpreta�on request management. Upon log in, the user will be prompted to select Scheduled Services, which will then prompt the user to select the type of interpre�ng service required (court/conference). They will then be asked to complete the required fields, such as the date, �me, loca�on, language, and dura�on. A�er they submit their request, the user will immediately receive a no�fica�on confirming receipt of the request.

Once a court interpreter has been selected, usually within 72 hours or less from receipt of the request, the user will receive a confirma�on no�ce to include the interpreter’s name and order confirma�on number. Status updates are provided 120, 96, 72, 48, and 24 hours prior to the scheduled appointment �me, providing status and/or confirma�on and appointment details, as appropriate.

2.5 Document Transla�on

At Akorbi, we employ cu�ng-edge technology to enhance the efficiency and precision of our transla�on workflow. Our Project Management System, Plunet, serves as a central hub for managing all aspects of transla�on/localiza�on projects. Plunet streamlines project planning, scheduling, and resource alloca�on, allowing us to maintain �ght control over �melines and resources while ensuring transparent and seamless communica�on with our clients.

Plunet integrates with Phrase, where both the transla�on and edi�ng take place. This powerful Transla�on Management System enables our linguists and project teams to collaborate efficiently, ensuring consistent terminologies, and facilita�ng Transla�on Memory (TM) usage for improved produc�vity and cost-effec�veness. Phrase's intui�ve interface and customizable workflows empower our teams to manage projects of any complexity while maintaining the highest standards of quality and accuracy.

Addi�onally, we leverage advanced Transla�on Memory (TM) and Machine Transla�on (MT) technologies to enhance transla�on speed and maintain consistency across projects. These tools, coupled with our team of skilled linguists and subject mater experts, enable us to deliver top-notch transla�ons tailored to the unique requirements of each project.

In accordance with the scope of work detailed in this RFP, Akorbi will implement a Translate-Edi�ng- Proofreading (TEP) process with each step carried out by a separate linguist. We use client-dedicated resources, when available, on all projects to provide consistency and retain project informa�on with the assigned team. Our linguists are con�nuously monitored to ensure alignment with the specific needs and requirements of each project.

Our TEP process involves a me�culous and well-structured methodology, which we execute with utmost precision to ensure the highest quality outcomes for each project. The process begins with a thorough project analysis, conducted by our experienced project management team, which entails a linguis�c and source analysis to comprehend the intricacies of the content and how it will be presented to the target market and audience. We carefully curate glossaries and style guides to maintain consistency throughout the transla�on process and a comprehensive quality strategy plan is devised to meet the project's specific requirements.

During the transla�on process, our linguists pay close aten�on to the following:

• Terminology: adjusted to the subject mater

• Consistency: maintain terminology uniformity throughout the translated material

• Grammar and Spelling: syntax, punctua�on, diacri�cal marks, etc.

• Style: compliance with the style guide, as well as the register and the language varia�ons

• Local Conven�ons: rules and usage specific to the linguis�c and socio-cultural community of the target language

• Format and technical correctness.

A�er the ini�al transla�ons are completed, content is then assigned for linguis�c review. Our skilled reviewers me�culously evaluate both the source and target files, aiming to deliver the highest quality output based on content type and linguis�c nuances. Any edits made by the reviewers are carefully tracked using a Quality Assurance (QA) Form, which is later compiled and analyzed by a dedicated QA Specialist who monitors quality trends for specific linguists, locales, and content types.

A�er all edits have been made, the Project Manager and Quality Assurance Specialist perform a final quality assurance verifica�on, i.e., proofreading, of the files. This step ensures that the transla�on has not been incorrectly altered and retains contextual relevance to that of the source text.

The QA team must pay close aten�on to the following aspects:

• Correct format.

• Correct headers and footers.

• Correct cross-references.

• Terminological consistency.

• Correct font.

• Spelling and grammar or, any other editorial errors.

• Stylis�c correc�on.

• Correct file name and/or code.

Upon comple�on of the QA process, if required by the project, files are exported from our TMS tool and assigned to our Mul�media or DTP team for compila�on and adapta�on. Once all steps are completed, we proceed to deliver the project through our Project Management System, along with the corresponding invoice.

Projects in Plunet can be kicked off by:

• Requests generated by clients directly in Plunet (with their own users).

• Requests generated manually by PMs based on client e-mail.

• Requests generated by clients through their own portal that integrates with Plunet.

Once a Request has been entered in Plunet, the Project Manager performs the next steps. Depending on the client’s preference, the project can be sent directly to produc�on, or a quote is sent to the client for preapproval. If the client agrees, the quote is then converted into an Order and the project files are transferred to Phrase, according to the project template. At the same �me, an e-mail is automa�cally triggered to each linguist defined on the template, le�ng them know that the project has been assigned to them in the corresponding CAT tool.

Project Lifecycle in Plunet:

Request Quote (op�onal) Order (Project is sent to Linguists) Receivable (invoice)

Once a project is approved and needs to be pushed to produc�on, the Project Manager creates the appropriate Job Types in Plunet (e.g.: Transla�on, Review, QA, DTP, Linguis�c Signoff). A Project can contain as many Jobs (phases) as required, and each one can be assigned to a different person.

2.6 Voiceover Transla�on Services

Through the years, Akorbi created and developed a Mul�media Localiza�on Team that created end to end workflows to support mul�lingual media localiza�on services. These workflows combine efforts from different func�onal areas and ensures every localized asset is delivered with op�mum quality.

We work with bilingual supervisors/directors depending on the language involved in the project and our PMs and Program Manager are in close contact with them, providing guidance and support. We provide an extra layer of linguis�c and technical QA to every single audio file before and a�er these are embedded and synched into a video.

Akorbi counts on a dedicated Mul�media team ready to handle end to end Mul�media Localiza�on projects:

Sub�tling/Cap�ons: The most common file formats are SRT or VTT, but we can also work on other file formats requested by the client. Sub�tling or Cap�ons files can be created based on video or audio files, and we provide them as SRT or VTT files or burned into a video file. Our in-house Mul�media Engineering team handles any pre- and post-produc�on needed.

Voiceover/dubbing: Akorbi provides Voiceover services using Human voices (Studio). A wide range of voices are available and carefully selected based on the source voices and speaker characteris�cs required.

The client will be able to par�cipate in the voice selec�on if required.

We also provide Text to Speech, a new service that helps convert writen text to a human-like synthesized speech. The synthe�c voices use deep neural networks to make the computer voices sound natural and nearly indis�nguishable from human recordings.

Both Human Voiceover and Text to Speech are combined with Mul�media Engineering service to deliver single audio files (MP3 for example) or fully localized videos with On-Screen Text, Anima�ons, Sub�tling, and Voiceover.

On-Screen Text: we work on OST localiza�on as a single service or as part of a more complex workflow, like Voiceover and/or sub�tling.

eLearning: Akorbi has a dedicated team to manage and produce e-Learning content. We can cover projects from early steps (analysis, concept, and Design) in the source language and localiza�on into other languages.

Our eLearning capabili�es are:

Analysis, eLearning concept, Design, Voiceover/Narra�on, course development, localiza�on (End to End process), linguis�c and technical QA.

The Mul�media team uses the following tools: Adobe crea�ve (A�er Effects, Premiere Pro, Audi�on, Media Encoder, Photoshop, etc.), Sub�tle Edit, Aegisub, Ar�culate 360, and Office (Excel, Word, PowerPoint).

3.0 Personnel

3.1 Explain the methodology used to test and hire Qualified and Cer�fied Interpreters/translators Interpreters Akorbi uses na�ve speakers who are qualified linguists, have the requisite experience, and pass our language screening tests to meet the project needs. We maintain a rigorous recrui�ng process designed to screen interpreter candidates and ensure they meet minimum standards before placed into opera�on.

Minimum requirements required for interpreters includes:

• Must have a minimum 2 years of experience interpre�ng in their na�ve language

• Na�ve or taught language? If taught, do they hold a degree?

• State required training

• Cer�fica�ons in line with supported arenas, including;

o Cer�ficate of comple�on of 40 hours professional face-to-face interpreter training o Cer�fied Healthcare Interpreter Program (CCHI / CMI) o Na�onal Board of Cer�fica�on for Medical Interpreters (NBCMI) o Court Cer�fica�on o BEI- Board of Evalua�on of Interpreter Cer�fica�on (a recognized cer�fica�on in the state of Texas) o Demonstrate proven experience within the arena they will be interpre�ng

• Provide sa�sfactory responses to a series of ques�ons asked by our Recruitment Team during the interview process. These ques�ons are used to determine how proficient they are within their specified arena and what environments they have been exposed to.

• Must pass a language skill assessment test used to determine skill level and proficiency in both English and target language, and ability to convey what is being communicated.

• Must complete & pass a comprehension test in both English & Na�ve Language Spanish, this determines the level & ability the candidate is able to retain what is being communicated as to what they will need to convey to the Non-English -Speaking Member.

Comprehension proficiency tes�ng is conducted on all contractors, meaning, we evaluate interpreters' proficiency and ability to retain informa�on the caller communicates and effec�vely convey that informa�on to the non-English speaker.

Proficiency is determined according to the guidelines of the Certificate Commission of Healthcare Interpreting, based on life experience and assessments with scores taken by reliable testing institutions.

In addition, Akorbi conducts its own Proficiency and Qualification Assessments, available in various languages, which evaluate the following:

- Customer service skills

- Command of the English language:

- Pronunciation

- Vocabulary

- Grammar/ syntax

- Fluency and expression

Translators Akorbi's candidates undergo a Transla�on and/or Review test in which we look to assess their localiza�on skills as well as their marke�ng, legal, tech, etc. savviness. The test contains real life texts with different levels of difficulty which aim at selec�ng the best fit for our client’s needs, markets, and product types.

Ini�al qualifica�ons Candidates mee�ng preliminary criteria are screened prior to tes�ng including verifica�on of:

- Educa�onal and professional experience

- Alignment with client needs and related industry experience

- Quality orienta�on and aten�on to detail

- Technical knowledge

- Oral/writen communica�on skills in both source and target language(s)

Addi�onal requirements and qualifica�ons include:

- Translators: Na�ve speaker of the target language. Proficient knowledge of English (source language), Recognized degree in Transla�on/Linguis�cs, 3+ years of demonstrated, full �me experience in transla�on, good knowledge of Localiza�on industry and tools, Experience in the required field(s), In-country or out of country (if out of country, with ac�ve locale linguis�c and cultural experience).

- Reviewers: Na�ve speaker of the target language. Proficient knowledge of English (source language), Recognized degree in Transla�on/Linguis�cs, 5+ years of demonstrated, full �me experience in transla�on and edi�ng, 3+ years of ac�ve engagement in Quality Assurance, Good knowledge of Localiza�on industry and tools, Experience in required field(s), In-country or out of country (if out of country, with ac�ve locale linguis�c and cultural experience).

3.2 Describe your firm’s process for determining appropriate personnel for specific assignments Vendor Management is a crucial aspect, and we employ a diligent approach to resourcing based on linguis�c analysis, including rigorous tes�ng and training to select and match the right specialized linguists to client’s requirements. Akorbi will u�lize a linguist supply chain of freelances for interpre�ng, transla�on, edi�ng, voiceover and LQA services.

Akorbi u�lizes a vast network of thousands of industry experts and professional linguists, na�ve in the target language, who are used to interpre�ng and transla�ng with complete accuracy. Users will have access to a variety of solu�ons for ongoing support. Our recruitment efforts are ongoing to guarantee right sourcing for our clients’ needs. We assess the resources needed for each language in each region by carefully considering the environment, volume expectancy, and the number of linguists required. By con�nuously evalua�ng our roster and geographic areas, we are ensuring sufficient resources are in place to provide op�mal support for clients.

Linguists selected for suppor�ng the State will be veted on experience (at least four years as a professional interpreter and/or translator) but must also be a na�ve of the target language, have a four-year degree in the respec�ve discipline or closely related field from an accredited University, have a clean background check, and have achieved A+ results on our internal translator test. Further, all ac�ve linguists must execute an NDA and complete compliance training, which includes confiden�ality and informa�on security atesta�on.

All linguists are categorized and evaluated a�er each project they complete. They are given a score ranging from 1-10 pending characteris�cs of accuracy, quality, �meliness, and professionalism. The score is then averaged and updated a�er every assignment. When selec�ng a contracted linguist for a new job, the vendor score is taken into considera�on first. The vendor with the highest score takes priority. All linguists have a status of ‘Ac�ve’ or ‘Inac�ve’, dependent on vendor grade. Vendors with an ‘Inac�ve’ status only remain in the system to alert project managers that they have been terminated and should not be selected for future work.

Cer�fica�on in the target language is highly preferred, however a few languages may not have an accredited degree program or cer�fica�on available. Our Editors and Proofreaders all have similar requirements, except that they must have ten years of previous transla�on experience and a track record of high-quality deliverables.

4.0 Problem Resolu�on

4.1 Describe the methodology used for problem resolu�on

Akorbi has a quality assurance management team that will work with the client to monitor and handle any reported issues. Akorbi manages three (3) approaches, dependent upon the severity of the infrac�on with that interpreter/transla�on, as to what approach we will take to make sure the issue is rec�fied and complies with Standard Best Prac�ces, Code of Conduct & Ethics, and are within the guidelines and requirements for the State of Arizona when facilita�ng the interpreter and/transla�on services in the healthcare sector.

Akorbi recognizes that service issues need to be addressed in a �mely manner. All reported issues received by Akorbi are triaged, priori�zed, reviewed, and resolved by our Quality Assurance team.

During the resolu�on process, the QA team performs the following ac�ons:

• Acknowledgment of receipt for the reported issue

• Inves�ga�on and gathering of all per�nent issue details

• Correc�ve ac�on plan determined and implemented

• Report back to the customer with a summary of the issue and correc�on ac�on plan

All reported complaints receive a confirma�on within 24 hours with follow-up communica�on within 72 hours (updates are generally provided within 24 hours following a report). In the event an inves�ga�on requires addi�onal �me to resolve, the QA team will provide regular communica�ons to customer un�l resolu�on is completed.

Our goal is to ensure that, whenever a problem arises, clients receive a response without the need for further escala�on, however, depending on the nature of the problem, clients may desire to escalate the issue further. Therefore, two addi�onal stages of escala�on are provided. Independently of the Akorbi team member that the issue is presented to, we will confirm the receipt within 2 hours.

Per Akorbi's Standard Opera�ng Procedure, the following processes are adhered to:

• Akorbi con�nuously monitors quality on clients’ feedback

• 5-Star ra�ng system (any ra�ng 3 or lower is automa�cally escalated)

• Correc�ve ac�on is followed on any report of non-compliance

• Correc�ve ac�on will be addressed within 24 hours (depending on the severity) to gather any addi�onal informa�on and inves�gate

• Akorbi documents and tracks client complaints using a Correc�ve Ac�on Form

• All CAFs (Correc�ve Ac�on Forms) are saved with our Compliance Officer

ISO standards iden�fy preven�ve and correc�ve ac�ons that team members are required to fulfill, depending on each situa�on. Any ISO ac�ons reviewed and filed on Akorbi’s end are shared with the client to ensure they are aware of what ac�ons will be taken going forward to prevent this issue from happening in the future. Based on the feedback that is received, an ISO ac�on may be triggered.

Customer Satisfaction

Customer Sa�sfac�on is of the upmost importance to Akorbi. As part of our client-centric approach, Akorbi sends out NPS surveys twice a year. Further, Akorbi has three types of surveys that our clients con�nuously have access to: the feedback form, which is included in every email with a project delivery; the How Are We Doing survey, which is included at the botom of every Akorbi employee’s signature line, and our quarterly survey, which is specifically sent to all requestors and client team members who have worked with Akorbi during that given quarter.

All surveys allow us to stay in constant communica�on with our clients and ensures that our clients have a place for sharing feedback. Survey results are also presented during Quarterly Business Reviews (QBRs) to provide greater transparency and to help strengthen our client partnerships.

We are proud to say that Akorbi's current average NPS is 90, which is considered as world class.

As noted above, we schedule QBRs with our clients and depending on what is agreed on, we can organize such reviews to be held in-person or virtually. These mee�ngs are essen�al checkpoints to measure a client’s sa�sfac�on as well as to iden�fy areas of improvements.

QBRs are atended by Akorbi's Account Manager, Produc�on Team Lead, Opera�ons Program Manager, and Language Quality Manager, as well as representa�on from execu�ve leadership, such as the President of Language Services. The goal is to ensure key people from the Akorbi team are present to review the business KPIs and our overall collabora�on, comple�on of the goals set up in previous QBRs, and discuss future business strategies for an�cipated language service needs.

The QBR typically covers service deliverables, on �me delivery sta�s�cs, language quality data, spend, data related to the business areas reques�ng services on the client's side, the level of cost efficiencies Akorbi has provided, and addi�onal enhancements we can recommend.