I've been working as a transcriber, I mean, analyst (is what they call it) for QA World for about two years now, (well, on and off) and yet I still get failed ratings. I don't always get perfect ratings of 5 but most of the time I get 4 or 5. Not bad...
First of all, QA World is legit. It has been out there for a
few years now. As you can read from reviews though, one of the cons is that it offers
low pay. But it’s better than nothing, right?
Do you know how frustrating it is to edit/transcribe a redo, especially one that has been requeued for 3, 4, 5 times already? Sometimes it's better to start from a scratch than doing a failed and butchered transcript. So, basing on my own failed ones and doing a transcript requeued so many times, I want to provide you helpful tips on how to have passing rates on your transcripts, especially if you are a newbie. Experts almost always have perfect rates, but there’s still a possibility that they’ll get failing rates. 3 is good enough but getting 4 or 5 is better. We don’t actually transcribe from scratch as it has been 1 or 2 years ago. We only have to edit the AI’s output.
As a newbie, don’t get so excited and rush head on. You have
to read and re-read first the QA World’s FAQ/guidelines. They’re simple but helpful
guidelines for you. When doing your first transcript, you need two things. Have
the FAQ/guidelines opened in another tab where you can have a quick look at if needed, then,
of course, on another tab is Google. Remember, minor markdowns, depending on
how many, how few, and how long the transcript is, can still get you a passing rate. Critical markdowns mean you will have a rate of 2 or 1. You need to
maintain a quality rating of 3 in order to keep transcribing for QA World,
but better aim for 4 or 5. If you’ve been observant and have been with QA World
for a while, you’ll know what I’m talking about.
Now, how do we get passing rates? Or how not to get critical
markdowns?
1. Always consult FAQ. As I’ve said, you need the FAQ and Guidelines. You cannot go ahead with your first and succeeding transcripts if you don’t have the guidelines handy. Have it opened side by side with your QA World tab. Avoid having critical markdowns by following the rules and guidelines. You can learn a lot from the QA World’s basic transcription guidelines, rules, DOs and DON’Ts, and FAQs.
2. Google. Utilize Google search if you are not sure what to transcribe. For example, you are not sure of the company’s name, or a certain brand or product, you have to Google it. If still not sure and no Google search result matches the audio that you hear, then make a guess – the best guess you could come up with that makes sense. Regarding the company or client’s name, it’s already provided for you on the transcript itself, or the glossary. Wrong company name or brand can warrant a critical markdown.
3. Spend some time at Slack. I learned a lot from reading and backreading at Slack. Representatives’ names and company names are being provided there. You can also do a Slack search aside from Google search.
4. Be sure to use the right format. Transcription sites use different formats, or tags, and guidelines. If you are used with [INAUDIBLE], QA World uses a different one. What will you use for phone numbers? For home and email addresses? For any other restricted personal informations, etc? Again, it’s all in the guidelines.
5. Be sure that what you are transcribing makes sense. If the transcript is about buying or selling a house or a car, then it makes more sense that they are talking about a few hundred thousand dollars, $250,000 for example, and not $250. If it’s about monthly payments, then it could be $250 and not $250,000, right? Transcribing the wrong amount can give you a critical markdown.
6. Be mindful of the grammar, spelling and punctuation marks. Never use exclamation points. If it's not necessary, don't transcribe the words "yes", "uh-huh", and "okay" repetitively. Although they are just minor, depending on the rater, he/she might or might not give you a markdown. I guess it depends on how it changes the meaning and flow of the transcript and how many the minor errors are.
7. Use a computer – a laptop or desktop – and not a cellphone when transcribing. You get critical markdowns. You'll see raters' note “Rating notes were copied.” They don’t advise using cellphones to work on QA’s platform.
8. Don't omit chunks or large part of conversations. Leaving out a single word like "Okay" or "Yes" is all right (not alright). You don't have to type everything - an expression, fillers and such. Oh, and don't transcribe background conversations and voice recordings (again, refer to FAQ). An important sentence or two that is part of the conversation between the rep and the customer that is not transcribed is considered missing contents already - a critical markdown.
9. Put the right speaker labels. Don't mix and mess it up! It's easy to distinguish if it's the customer or representative. Sometimes a representative is talking to a fellow representative, label them both as representatives. Listen really well to the flow of the conversation to know which is which.
Again, bear in mind that all
other markdowns can be extended leniency to minor errors like grammar/punctuation/capitalization/sentence structure, number rules, and the
likes. But hey, when you are transcribing, you are learning, too. And if you are learning, you know how to avoid markdowns, whether they are critical or minor.
