GC Quality Policies

Quality Standards for GCs

These are the quality standards that we will be using when reviewing client complaints or other quality concerns. These criteria will allow us to determine whether a GC meets our standards or does not. The following standards apply to Group Conversations only.

When calculating the error rate in a document, the number of errors is divided by the total number of words in the document.

Example: In a 1000-word GC with 60 misunderstood, missing or mistyped words, the error rate is 60/1000 = 6%. This would not meet our quality standards for GCs.

If a document fails to meet the requirements in either column, the document does not meet our quality standards. In other words, a document with 0 procedural errors would not meet standards if there were client word list errors.

Please note that although punctuation errors are not counted towards the error rate, this does not mean they are not important. Documents that are on the fence between meeting standards and failing to meet standards can be pushed in either direction based on the number of punctuation errors present. Additionally, jobs which receive complaints specifically about punctuation will not meet standards if the job does in fact have errors in those areas.

In group conversations that go through multiple typists/PRs, each typist/PR will be evaluated based on their own portion of the document. If there is a client complaint, it will only count against you if your portion of the document does not meet these standards. However, it is still crucial for all typists on a job to briefly look over the previous typists' work to ensure there are no blatant errors in following instructions, labeling speakers, etc. This will be helpful in avoiding the client complaint altogether.

<1% error rate in:

(Overall)

2% error rate in:

(Per typist who worked on the job)

Not counted towards error rate:

(unless referenced in a complaint)

Client instructions
Client word list
Using templates
Appropriate speaker labeling scheme (interview/non-interview)
Blatant typos (picked up by SpellCheck)

Procedural errors, such as:

Content (misunderstood/missing/added words)
Formatting
Spelling/grammar

Other policy errors not already mentioned.

Punctuation

Quality Warning Structure

We expect all typists to adhere to the standards above and consistently produce documents that meet or exceed them. If there is a client complaint or some other quality concern and management determines a job did not meet these quality standards, you will be advised via email and provided the following penalties:

1st Occurrence	Official Warning from SW Management
2nd Occurrence	Second Warning & Retraction of Pay
3rd Occurrence	Possible Suspension or Skill Development Courses Required at SW Management's Discretion
4th Occurrence	Termination

These warnings will be counted on a rolling 6-month basis. This means each time you get a warning, it will fall off your record after 6 months.

In order to avoid Quality Warnings, it is vital that you are familiar with the Group Conversation section of OLH, which lays out the essential policies and procedures to follow when typing GCs. If you have any questions about anything regarding Group Conversations, please feel free to email GC.Support@SpeakWrite.com.

Pay Retraction Warning

Please note, in addition to the above, if a client returns a GC due to excessive errors, failure to follow job instructions or any other quality issue that results in the job having to be retyped or corrected, management also has the right to withhold payment. See Payment Policies for more on this.