Quality Tab

Overview

The Quality tab allows you to audit a random sample of tasks for quality and view stats for tasks you’ve audited

Auditing Workflow

There are two ways to audit tasks:

1. Audit completed tasks individually

2. Audit all completed tasks within a date range

3. Audit all tasks completed across a specific week

How to audit completed tasks individually:

1. In the Tasks tab, filter on the Completed tasks

2. Search for the task that you want to audit and click on "Audit Task"

How to audit all completed tasks within a date range:

1. In the Quality tab, select the specified task date range, audit or batch status

2. Click on the "Audit Tasks" button - this will allow you to audit a random sample of tasks

Audit all tasks completed across a week:

1. In the Quality tab go to the "Tasks completed last week" tab under "Report"

2. Select Audit for the desired week

Audit Feedback

Within the audit workflow, you are able to make the following selections:

• Approve: Mark that tasks that have been completed according to instructions

• Make Changes: Fix tasks that have minor or non-critical errors that you can use to update your callback response immediately

• Reject: Signal that tasks have completed incorrectly. Please provide detailed comments for how our team can fix these mistakes moving forward

Audit Reports

• The quality assurance dashboard will display the total number of reviews, accepts, and rejects using the set of filtered tasks. In addition, we also provide the following reports:

  • Tasks completed last week - lets you audit tasks that have been aggregated by completed date from Monday 00:00 to Sunday 23:59 PST for the last 4 weeks

  • Task Level Report - provides you with a list of tasks with auditor and completion time

  • Auditor Tracker - shows an audit report for tasks in batches

    • Note: this is only available if you are use batches. To learn more about batches, please see this article

  • Auditor Quality - displays a summary of reviews, accepts, and rejects per auditor

Callback Body

• When an audit is submitted, several new field will be added to the callback body:

  • customer_review_status: Reflects the result of the audit as “Accepted”, “Rejected” or “Fixed”

  • customer_review_comments: Shows all comment left during the audit

  • prior_responses: Response before the audit

• If a task is fixed through multiple audits:

  • response: will be updated with the most recent audit

  • customer_review_status: will reflect the most recent audit

  • customer_review_comments: will append the comment to the array

  • prior_responses: will append previous responses to the array