QA Problem Fields

What To Use and When

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

Severe Problem Fields

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.

Less Severe Problem Fields

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.

QA Hotkeys

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.

Severe Problem Fields

CUSTOMER INSTRUCTION

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.

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HOMOPHONE

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

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IMPROPER SEND

Comment Format: Explanation

Use the Improper Send problem field:

In the event a Direct Send job should have been sent to QA, the job should very likely be an FDS.

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

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INCOMPLETE JOB

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.

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MAJOR INCORRECT TEXT

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.

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MISSPELLING

Comment Format = Incorect → Correct

The Misspelling problem field should be used when a scribe:

Note: Acronyms/initialisms (ETF, DI, LTC) are inherently spelled out. If the text is incorrect, this is a Misspelling PF and not a Common Term PF. If the scribe uses an NSO after a provided spelling and sends to QA, err on the side of leniency when considering whether to mark the PF. Grossly incorrect spellings, even if bookmarked, should be marked with a PF and can potentially be a reason for FDS/FQA.

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.

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NOTICEABLE PARAPHRASING

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."

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NUMERICAL VALUE

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"

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OMISSION

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

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RECIPIENT

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.

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Less Severe Problem Fields

COMMON TERM

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

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ERROR CODE

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"

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GRAMMAR

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

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INAPPROPRIATE COMMENT

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

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MINOR INCORRECT TEXT

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

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OTHER

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).

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SENTENCE STRUCTURE

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

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STANDARDS

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

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TYPO/MACRO

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

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USAGE OF BOOKMARKS

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."

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Last updated: 2022-11-03