Case Study: Leading Multilingual Search Engine Provider Company achieves vendor-neutral quality assurance and improved search reliability across 25 markets with Appen

The search engine firm turned to us for its proven expertise in quality management to provide a team of quality analysts

Leading Multilingual Search Engine Provider Company, a leading multilingual search engine preparing to expand across 25 markets, faced a gap in in‑house expertise to provide impartial quality feedback to multiple vendors. The company had previously worked with Appen on search relevance evaluation and engaged Appen to develop quality metrics, improve rating guidelines, and supply a vendor‑neutral team of quality analysts to keep evaluators across all vendors in sync.

Appen identified and vetted experienced evaluators and auditors, built an initial QA team that grew from two to seven members, kept QA management separate from program management, and produced a vendor manual and regular guideline updates to ensure consistency. As a result, Appen’s vendor‑neutral quality analyst team improved the reliability of search results, raised the quality of data collection across multiple vendors, reduced noise in the data, and delivered consistent, stable metrics for the client’s 25‑market rollout.