QA Problem Fields |
As a QA, it is very important to mark Problem Fields (PFs) accurately and always when there are significant changes to the QA job, regardless of whether the job will be an FDS or FQA. The purpose of leaving comments on QA jobs is twofold: first, comments left in the F2 section are captured by the system and are used in generating quality metrics; secondly, comments help Scribes identify mistakes they made, why it was wrong, and how to correct it in the future.
In general, every significant change you make in your QA jobs should have a corresponding comment with an appropriate problem field. The main exception to this is when a Scribe commits the same error multiple times. If a Scribe misses a Common Term or Processing Standard multiple times throughout a job, leaving only one comment per set of identical mistakes is required. If a Scribe misses multiple Common Terms, each new Common Term they miss should have its own comment.
It is your responsibility as a QA to be familiar with the proper usage of PFs and to use your best judgment when selecting the correct PF. In a situation that is not outlined below, where you believe two or more problem fields cover the same mistake and one of those problem fields is a “Severe” and one isn’t, use the Severe mistake. Otherwise, use your best judgment for which PF is most applicable.
THE PROBLEM FIELDS
click the links below for more info |
|
---|---|
Severe | Less Severe |
Customer Instruction | Common Term |
Homophone | Error Code |
Improper Send | Grammar |
Incomplete Job | Inappropriate Comment |
Major Incorrect Text | Minor Incorrect Text |
Misspelling | Other |
Noticeable Paraphrasing | Sentence Structure |
Numerical Value | Standards |
Omission | Typo/Macro |
Recipient | Usage of Bookmarks |
There are two general categories for all problem fields: severe and less severe. This next section outlines the "Severe" problem fields with specific examples and explanations of each. While some corrections can fall under more than one problem field, it is important that the most severe problem field for the correction is marked. You'll notice how the three automatic reasons for FDS are included in this category, as well as a few other ones. You should always mark these problem fields as you are processing each QA job as these issues very likely affect the meaning and/or readability of the job and will weigh more heavily towards your decision to FDS or FQA.
The second category of problem fields are less severe, meaning these mistakes did not have a profound impact on overall meaning and/or readability of the job. While all severe problem fields should be marked appropriately, the less severe problem fields can be more ambiguous. However, this does NOT mean that you should not mark a problem field. Typically these individual mistakes would not warrant an FDS or FQA but if there are a significant amount of the less severe problem fields marked by the end of a job, it will weigh more heavily towards your decision to FDS or FQA.
Hotkey | Function | Hotkey | Function |
---|---|---|---|
Shift + Arrow | Select text letter by letter | CTRL + P | Split screen |
CTRL + Shift + Arrow | Select text by word or paragraph | CTRL + B | Inserting blank comment in F2 |
CTRL + | Speed up audio | CTRL * | Return to normal audio speed |
CTRL - | Slow down audio | Alt + 0 (zero) | Return to text |
CTRL + F (in text) | Find and replace words. Useful for jobs with misspellings or incorrect CTs | F2 | Select text, then hit F2 to open up the Problem Field options on the F2 tab. Once PF is selected, hit enter and insert comment. Hit enter to return to text. |
Comment Format: Explanation.
The Customer Instruction problem field should be used when a scribe ignores customer instructions that were either verbally stated in the recording or listed in red text in the instruction box in the top-right corner.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
Customer requested a new paragraph but scribe did not follow directions 2+ times in the job | Customer Instruction | New paragraph requested multiple times. | |
Instruction box lists to not start sentences with And/But/So, and scribe started a sentence with one of those words multiple times. | Customer Instruction | We should follow customer instruction for And/But/So (see top right of screen) | |
Job lists forms or CRM integration but scribe does not select the appropriate form or use the proper formatting | Customer Instruction | See top right of screen and CRM Processing Standards document | If the job was sent DS, the job should almost always be an FDS. If the job was sent to QA, use your judgment and leniency. |
Job lists forms or CRM integration. Scribe selects the appropriate form but didn't' use one of the fields correctly. | Customer Instruction | Customer dictated "Susan" as the contact name of the note, but the [b field wasn't used. | If the job was sent DS, the job should almost always be an FDS. If the job was sent to QA, use your judgment and leniency. |
Customer says "operator, delete that", and scribe leaves the dictation unchanged | Customer Instruction | It's safest to scribe verbatim, but we would change this text like they asked. | |
Customer requested a new paragraph but scribe did not follow directions once. | No problem field | ||
Instruction box lists to not start sentences with And/But/So, and scribe started a sentence with one of those words in one sentence. | No problem field | ||
Customer gives an unclear instruction (such as: "Operator, delete that. Wait, never mind. Actually, go back half a sentence"), scribe leaves everything verbatim | No problem field | Even if as a QA you can figure out what the customer wanted, this is not usually considered a major error. |
Comment Format: Incorrect → Correct
Use the Homophone problem field when the scribe uses a word that is pronounced the same but has a different meaning than what is intended.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
They're portfolio | Homophone | They're → Their | |
duel purpose | Homophone | duel → dual | |
Its a new account | Homophone | Its → It's | While this is a grammatical mistake, homophone is the closest field |
they're to busy | Homophone | to → too |
Comment Format: Explanation
Use the Improper Send problem field:
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
Case Notes On Tim Walgerog <sp?> (in subject on Direct Send job) | Improper Send | We always send to QA when there's a bookmark in the subject | If you are not able to clear the bookmarks in subject, check with an OS; OR, if no subject line was instructed, move sentence to text. |
Scribe sent to QA with 2 QMs in a 4:00 dictation without any comments | Improper Send | With no comments and only 2 bookmarks in a 4 minute dictation, this job should have been sent directly. | The 3 bookmarks per minute of dictation is a "general rule of thumb" suggestion for scribes; however, if there are 3+ bookmarks per minute and you couldn't clear most, this would not warrant an FDS |
Comment Format: Explanation
Use the Incomplete Job problem field if the scribe omits a significant chunk or the entirety of a dictation. Check with an OS first as there may be a technical issue to blame. Otherwise, if you are using this problem field, it should be an FDS.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
Scribe missed the last 0:20 of job where important text was omitted | Incomplete Job | It's important to listen to the end of the audio as the customer may not be done dictating | |
Scribe did not type "End of notes" at the end of job | Omission | End of notes. | Do not mark as "Incomplete Job" if a scribe omits "Thank you" or "End" and there was no further audio to process. |
Comment Format: Incorrect → Correct
The Major Incorrect Text problem field should be used when text is incorrect and the meaning of the text is significantly changed. If the meaning of the sentence/idea is mostly intact, even if obviously incorrect, see Minor Incorrect Text instead.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
He can invest | Major Incorrect Text | can → can't | Although it's just the difference of one letter, the difference between "can" and "can't" will almost always change the meaning of the content |
met on Wednesday | Major Incorrect Text | Wednesday → Thursday | All dates (even if the customer is incorrect) should be transcribed as dictated |
pays off the daddios | Major Incorrect Text | daddios → debt he owes | |
He works for prime Erica | Major Incorrect Text | prime Erica → Primerica (which is a CT) | When the incorrect text involves a Common Term that changes meaning and no bookmark was used, use this PF and not the CT problem field, as this problem field is a more serious mistake than the CT PF. |
Comment Format = Incorect → Correct
The Misspelling problem field should be used when a scribe:
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
Snith | Misspelling | Snith → Smith | provided spelling |
ETS | Misspelling | ETS → ETF (ETF is a CT) | misspelling of acronym that's also a Common Term |
Schol | Misspelling | Schol → School | misspelling of common English word |
Katherine | Misspelling | Katherine → Catherine | If no spelling is provided, either would be acceptable but changing the spelling of the same name in a job would fall under the Misspelling problem field |
ACU39B | Numerical Value | ACU39B → ACU39C | Account numbers with both letters and numbers fall under Numbers. |
Comment Format: Incorrect → Correct OR Explanation
The Noticeable Paraphrasing problem field is used when scribes do meaning-for-meaning transcription instead of word-for-word transcription, where the words are incorrect/changed around even if the meaning is not altered. It is not often that an error which is a single word merits a Noticeable Paraphrasing PF (see Major/Minor Incorrect Text)
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
Today I met with Bob and Sally to talk about their accounts | Noticeable Paraphrasing | We transcribe 99% verbatim what is dictated | Corrected text: "I met with Bob and Sally today because they wanted to talk about their accounts" |
I know you were busy running around but I tried to have a phone call with you | Noticeable Paraphrasing | We transcribe 99% verbatim what is dictated | Corrected text: "I know you were running busy but I tried calling you on the phone." |
Comment Format: Incorrect → Correct
The Numerical Value problem field should be used whenever an incorrect number is transcribed. If the scribe uses a bookmark on a number and sends to QA, err on the side of leniency when considering whether to mark the problem field. Grossly incorrect numbers, even if bookmarked, should be marked with a problem field and can potentially be a reason for FDS/FQA.
Note: Formatting errors with numbers (where the number is correct yet scribed inconsistently with the standards) are NOT numerical value errors and should instead be considered as Processing Standards errors.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
December 12 | Numerical Value | December 12 → December 14 | Note: 12 → 12th - insignificant and should not be changed |
15,000 | Numerical Value | 15,000 → 50,000 | If you're unsure of a close numerical value, bookmark if appropriate |
simply | Numerical Value | simply → 250,000 | Note: An error where a number was scribed as a word also falls in the numerical value. |
<garb> 50,000 | Numerical Value | <garb> 50,000 → $150,000 | If the entire number cannot be heard, bookmark the whole value rather than scribing the partial value |
15000 | Standards | 15000 → 15,000 | Additional comment: "use a comma when scribing amounts in thousands" |
$15,000 | Standards | $15,000 → 15,000 | Additional comment: "only use $ when dollars, bucks or grand is stated" |
Comment Format: Explanation
Use the Omission problem field when the scribe omits important text where the omission significantly changes the meaning of the sentence. Do not use this for a minor omission that doesn’t affect the meaning of the sentence or if omitted word was included in a bookmark.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
reinvest to additions | Omission | dividends | Corrected text: "reinvest dividends to additions" |
in their savings account. | Omission | at the bank | Corrected text: "in their savings account at the bank." |
he said they have | No problem field | Customer stated: "he said that they have" *omission of "that" is insignicant and does not need to corrected/commented on |
Comment Format: Explanation
The Recipient problem field should be used when there is a recipient error resulting in the dictation NOT being sent to the appropriate recipient(s)Errors relating solely to Error Codes, where the recipients are still correct, should be marked as an Error Code PF. When scribes bookmark and/or comment about trouble with a recipient and send the job to QA, err on the side of leniency when deciding whether to use a PF.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
Had "Casey Hill" as recipient but only "Casey" listed on recipient list | Recipient | Recipients which are not a 100% exact match require an error code | They said send to Casey and Casey Hill is not an exact match |
Marked XXN2 on a job that had one valid recipient and one invalid | Recipient | The XXN2 error code is used when no valid recipients are stated, we use XXC1 if there's at least one valid recipient | XXN2 starts with no valid recipients, when there is one valid recipient in this dictation: ___ |
Customer asked to CC a recipient not in the list but scribe chose the XXN2 | Recipient | If the CC recipient is not listed, we use the XXC2 EC | Scribe used XXN2 instead of XXC2. As this results in an incorrect recipient [severe mistake] the recipient PF should be used. |
Comment Format: Common Term OR Incorrect → Correct
The Common Term problem field is used to identify when scribes aren’t familiar with a Common Term that comes up. Use this when the scribe doesn’t format or spell a CT correctly, or when they don’t recognize a relatively clear CT and use a bookmark. If the scribe uses a different word(s) instead of the CT, it should be marked as an Incorrect Text. If the scribe uses a bookmark but you agree it’s unclear, no PF is required.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
He put 50K into his one account | Common Term | one account → One account | |
He wants more equities in that <Garbled> of his portfolio | Common Term | tranche | |
He wants more equities in that tranche <?> of his portfolio | Common Term | tranche | |
He wants more equities in that trench <?> of his portfolio | Common Term | tranche | |
He wants more equities in that trench of his portfolio | Major Incorrect Text | trench → tranche | This would be a Major Incorrect Text due to the changed meaning |
Comment Format: Explanation
Use the Error Code problem field when the scribe uses the wrong error code or fails to
use an error code. There are a lot of “fatal” error codes and when these are used incorrectly, the
customer will not receive any text back. In most cases, if this problem field is marked, it will result
in an FDS.
IMPORTANT: Out of all error codes, XXA is the least severe and should NEVER FDS or FQA
solely for the use or non-use of XXA.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
Used XXA for a job that was not clearly a continuation | Error Code | Even if the speaker started right into the body of the text, we only use XXA when it is explicitly a continuation. | Use or non-use of XXA would not be grounds to FDS/FQA unless other significant errors were corrected in job |
Used XXG (All Garb) incorrectly | Error Code | The XXG is reserved for when the entire dictation is unintelligible, in this instance we should use the Garbled bookmark when the text is unclear. | Note: QAs and Scribes should always check in with an OS before using this error code |
Used XXH when there was text to transcribe | Error Code | We need to be sure there is no audio to transcribe before using XXH, even when the job is 0:10 | While this also could be considered an "Incomplete Job", the scribe did choose to use an error code and chose to do so incorrectly so this would be the most appropriate problem field to use. |
Manually entered in error code rather than using the macro | Error Code | We should never enter an error code manually; please refer to the Error Codes document to see the associated macro for ECs | This may be tricky to catch but a lot of times it's pretty obvious that the [x or [z field text is paraphrased, like "[xContinuation [zContinued from another dictation" |
Comment Format: Incorrect → Correct
Use the Grammar error code when the main error is primarily grammatical in nature.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
down turn | Grammar | down turn → downturn | Although minor, it's still good to leave a comment regarding the proper formatting of common words |
The Smith's | Grammar | The Smith's → The Smiths | This happens frequently and should always be corrected. May include further explanation that "Smith's" is possessive and "Smiths" is plural |
the kid's policies | Grammar | The kid's policies → The kids' policies | For plural possessive, the apostrophe goes after the "-s" |
follow up meeting | Grammar | follow up (verb) → follow-up (noun/adj) | This is one of the most frequent comments you'll have to leave. Although this can be considered a Common Term, Grammar is more appropriate to use for follow up/follow-up and roll over/rollover |
Comment Format: Explanation
If the original scribe (or a QA on a review job) left an inappropriate comment, use the Inappropriate Comment problem field and notify an OS.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
Comment: "This guy sucks. Why can't he slow the frick down?" | Inappropriate Comment | Comments should pertain only to the processing of the job :) | |
Comment: "I had to go the bathroom so I couldn't finish this job" | Improper Send or Incomplete Job | If it's an emergency, always notify an OS. Otherwise, always complete the job before sending | Unless the scribe checked in with an OS, this would always warrant an improper send or an incomplete job. |
Comment: ¯\_(ツ)_/¯ | No problem field | Although not useful, it's not inappropriate |
Comment Format: Incorrect → Correct
Use the Minor Incorrect Text problem field when the scribe uses an incorrect word(s) but it has only a small effect on the meaning of the sentence. If a mistake is incredibly small, in your judgment, you do not have to leave a problem field.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
A lot of work pays off | Minor Incorrect Text | A lot of work pays off → Hard work pays off | |
I'm looking forward to working with him | Minor Incorrect Text | I'm looking forward to working with him → I'm looking forward to working with them | |
They're on the beach right now | No Problem Field | Correct Text: They're on the beach right now → They're at the beach right now | Since "on" vs "at" makes very little difference to the meaning in this context, does not need to be marked or commented on after making the correction |
Comment Format: N/A
The Other problem field should rarely, if ever, be used. There is most likely another problem field that is more appropriate for the correction(s). If you would like to leave helpful feedback or tips, such as macro ideas, leave the problem field blank and plug in your comment (e.g. use ctrl+b, type your comment in the box, and hit 'enter' to save).
Comment Format: Explanation
Use the Sentence Structure problem field when the scribe makes multiple mistakes involving run-on sentences, incomplete sentences, or incorrect punctuation. For this problem field, punctuation mistakes should revolve around sentence structure, like using a comma instead of a period. Similar to Noticeable Paraphrasing, this problem field should only be used if there’s multiple sentence structure mistakes. Single small mistakes don't need to be documented.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
talked about the aggressive portfolio. Which is the one he wants. | Sentence Structure | Dependent clauses can't stand alone | Corrected text: "talked about the aggressive portfolio, which is the one he wants." |
We talked about their accounts the last time but they didn't want to make any changes so we just kept the portfolio how it was and we also talked about their RMDs | Sentence Structure | Run-on sentences should be broken up where possible. | Corrected text: "We talked about their accounts the last time, but they didn't want to make any changes. We just kept the portfolio how it was. We also talked about their RMDs." |
I dropped, the phone, on the ground, and it broke; so, now I'm really, upset. | Sentence Structure | Use commas when appropriate | Corrected text: "I dropped the phone on the ground and it broke, so now I'm really upset." |
He saved a lot into his IRA's | Grammar | IRA's → IRAs (possessive → plural) | |
Action Items; | Sentence Structure | When beginning a list, use a colon and not a semicolon |
Comment Format: Incorrect → Correct and/or Explanation
Use the Standards error code whenever the mistake is something outlined in the
Standards Doc. This is a frequently used problem field and will require an explanation. At first it will
be tricky to leave appropriate and concise comments, but you will start to recognize patterns in the
frequency and can standardize your comments associated with this problem field when possible. Be sure to
reference (and copy/paste) from Standards when possible. This problem field covers everything in
Standards including numerical formatting, customer instructions, abbreviations, text formatting, etc.
IMPORTANT: Don't assume you know all of Standards. Especially when you first start
QAing, it is VERY important to recheck Standards and Common Terms. By leaving an incorrect or unclear
comment, it creates a ripple effect when the scribe reviews the job. Do NOT leave a comment that is not
listed in the documents, always verify that the feedback you are providing is supported to avoid
confusion.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
He wanted me to buy eleven stocks | Standards | Scribe numbers 10 and greater numerically: eleven → 11 | Corrected text: "He wanted me to buy 11 stocks" |
He won't be in til October | Standards | til → until | Could fall under grammar but processing standards would be more appropriate |
we met at 4:00pm | Standards | 4:00pm → 4:00 in the afternoon (only use "am" or "pm" when stated by the customer | Corrected text: "we met at 4:00 in the afternoon" |
Used single spaces in between bullets | Standards | We hit enter twice between bullets unless the customer instructs otherwise | |
Called her at quarter to 9:00 | Standards | quarter to 9:00 → 8:45 | |
He wants to invest 10,000 grand now and wants to invest another $5,000 next week | Standards | 10,000 grand now and wants to invest another $5,000 → $10,000 now and wants to invest another five | |
Case Notes on Meeting with Tom | Standards | Capitalize the first letter of each word in the subject |
Comment Format: Incorrect → Correct
Use the Typo/Macro problem field when the mistake appears to be a typo that would not be caught by the spellchecker, or was likely an incorrect spellchecker suggestion. Also use this if a mistake was likely to be caused by a macro malfunction.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
He's going to be out of town of the office | Typo/Macro | Likely a typo of out triggered the out of town macro | Likely had macro for "out of town" as "oot" Corrected text: "He's going to be out of the office" |
He's getting close to re retirement | Typo/Macro | re retirement -> retirement | Spellchecker won't flag "re" |
talked about is accounts | Typo/Macro | is accounts -> his accounts | Clearly a typo and since "is" and "his" are words, spellchecker would not have flagged this typo |
dot he | Typo/Macro | dot he -> do the | Because both are words, spellchecker will not recognize |
Robert Magnetic | Typo/Macro | Magnetic -> Swagnetti (spellcheck error) | Magnetic is the first suggestion that spellchecker gives for the name "Swagnetti" |
the office date is | Typo/Macro | office -> official | Very likely to be a minor macro error |
Comment Format: Explanation
Use the Usage of Bookmarks problem field when a scribe uses the wrong bookmark, bookmarks something that’s very clear, doesn’t bookmark something that’s inherently unclear, or makes any other kind of bookmark mistake.
Original Text | Problem Field | Comment | Explanation |
---|---|---|---|
Tom <garb> <Lost Signal> | Usage of Bookmarks | Using one bookmark is better than two consecutive bookmark | Corrected text: "Tom <Lost Signal>" |
Schedule the <garb> | Usage of Bookmarks | next meeting stated clearly and makes sense within context | Corrected text: "Schedule the next meeting" |
He works at Sentene <sp?> | Usage of Bookmarks | This is a good guess. NSO is used only when a spelling is given but it's unclear | |
His non-<garb>fied account | Usage of Bookmarks | Do not use BMs in the middle of words | Corrected text: "His non-qualified account" |
We're going to do the term <garb> conversion | Usage of Bookmarks | The customer stuttered but corrected themselves, so there wasn't anything in the garb | Dictated: "We're going to do the term 'pol -- err, I mean do the term' conversion."
Correct: "We're going to do the term conversion." |