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IntermediateBEHAVIORAL
Tell me about a time you had to evaluate or improve the quality of written or conversational content (in English, Spanish, or both). How did you define “quality,” what criteria did you use, and what impact did your work have?
Generalist - English & Spanish - Mercor
General

Sample Answer

At my last company, I owned the knowledge base for a SaaS product used by about 30,000 users across LATAM and the US. Our support manager flagged that Spanish tickets were 25% higher than English for the same features. I audited 60 help-center articles (30 EN / 30 ES) and noticed the Spanish versions were literal translations, overly formal, and missing examples. I defined quality around three things: (1) clarity and structure, (2) consistency of terminology with the product UI, and (3) actual deflection rate from support. I rewrote the top 15 Spanish articles, added parallel examples in both languages, and aligned terminology with what users saw on-screen. I also created a checklist for other writers. Within six weeks, Spanish ticket volume on those topics dropped by 32%, and article CSAT (thumbs up) increased from 3.8 to 4.6 out of 5.

Keywords

Owned bilingual knowledge base for 30,000 usersDefined content quality with clear, measurable criteriaRewrote and standardized top Spanish articlesReduced Spanish tickets by 32% and boosted CSAT to 4.6/5
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