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Reversals on post audits are virtually impossible? - anon

Posted: Aug 08, 2012

So from new info I just got, post audit scores are virtually impossible to reverse. So apparently the people in that deptartment, QA or QC - whicever it is, must be Goddesses as that would imply they never make mistakes.

Our bonuses hinge entirely on these particular audits and they are WRITTEN IN STONE. I find this kind of outrageous.

There is no human being who is perfect, so I have to assume that Nuance has hired this crew from Mt Olympus (I suppose they must have been bored eating grapes and drinking wine all day and wanted to toy with us mere humans for a laugh or two).

Anyone else find this to be a wee bit on the shady side?

Keep in mind I am not talking about audits that are triggered by you pending a note, these are strictly the post audit reports that our bonus is based on.

QA/QC - frustrated MT

[ In Reply To ..]
Love your post, so true. Wondering if sometimes they go in and change things so we will look really bad.

I am convinced they not only change things, but manipulate the VR system - hangingbythread

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How else do you explain such low scores and how else do you explain so many changes to the system that is supposed to "remember" the changes? How else could my pay keep dropping when I have done this for years and never made these kinds of mistakes? I don't know why they do it and the system is set up so it's hard to prove. I'm financially hanging on by a thread hoping a door will open somewhere else better but can't just up and leave when there are bills to pay. But, other companies are making bad changes also so where do you go?

Nowhere to run really...QA process seems fraudulant. - anon

[ In Reply To ..]
I really do think MM and Nuance will gobble up most, if not all, of the MTSOs left out there. Sure there will still be some independents out there but with EMR and the point and click stuff, not too many of them either.

I don't really know why QC is done this way. I have never worked anywhere that operated like this.

Seriously I had a TL tell me that post audit scores were impossible to change, even if they were proven wrong. She said she would go to bat for us but it almost certainly would not result in a reversal.

QA is not 100% perfect, it is absolutely impossible that they are, which means we should have some recourse as it directly effects our pay scale (cost me over $1000 this quarter).

Forget the shady work schedules, I wonder if there is a lawsuit in this? It feels like fraud to me.

Whoever told you this LIED to you - current QA

[ In Reply To ..]
Our managers get reversal request daily. Some are reversed some are not BUT they do happen. If it was your TL who told you this GO TO HER SUPERVISOR who is the operations manager. We DO make mistakes and do NOT think otherwise. We are all human and whoever told you this is not possible was WRONG on so many levels!!

She sure didn't sound like she was lying. - anon

[ In Reply To ..]
She flat out stated she would go to bat for us but it was VERY RARE to get a post audit score reversed.

I tend to believe her over you, as I have had about 3 in the last year that absolutely should have been reversed (2 other people agreed) and it was never reversed.

Supposedly anything done the week before the close of the quarter CANNOT be reversed no matter what. And surprise, surprise that last week of post audits was BRUTAL with absolute errors, even though admitted they were wrong "Gee, sorry, cannot reverse them." Worked though, got me down to a 98.9% and no bonus for the quarter.

You believe what you want...that is on you then - sm CURRENT QA

[ In Reply To ..]
I work as a QA so I would know...plus there is no brutal post audits during the last week of the quarter...we audit the same every day...but again you believe the lies so you get what you get. For others keep fighting for it as they CAN get changed. Do not believe this LIE which I now believe is a post to start trouble as I find it INTERESTING to see that now it is changed to mean that things will not get reversed only at the end of the quarter....hmmmmmm

Um, I didn't change anything I said, I simply gave additional info. - anon

[ In Reply To ..]
I didn't change my meaning or words at all from the original post. I stand by that things don't get reversed EVER for post audits. I have not had a single reversal and I actually even had a QA or QC lady agree with me that the error was not valid and it STILL DID NOT GET CHANGED.

I never said it was just at the end of the quarter, that was additional info.

One TL told me that it is "RARE" for post audit reports to be changed.

Another TL told me that the week of the final quarter post audits WERE NEVER CHANGED, NO MATTER WHAT.

This is what I have been told by TWO different team leads.

I believe my TL, why would she lie to me?

You on the other hand are overly defensive and anonymous. I guess I choose to believe what TWO team leads have told me that has been backed up by the fact that I have never had a challenge reversed (for the pending audits I have had things reversed).

The MTs just want for it to be fair. Your hysterical attitude does not bolster my faith in QA.

hysterical attitude? I WORK in QA and when reports are reversed - sm Current QA

[ In Reply To ..]
get reversed....which they DO we get auto emails letting us know AND feedback from our manager...so again they DO get reversed and they are NOT rare as these emails can be DAILY. If you choose to believe otherwise so be it but I just want the other MTs to know that this is NOT true so they will continue to fight for their changes. You believe what you want to believe. BTW the TLs don't know everything. Try getting your info from their supervisors and the QA managers if you care to know the TRUTH.

Okay, calm down, seriously. - anon

[ In Reply To ..]
I am an MT and I asked a question. Did you not see the question mark???

I am freaked out about this and you are really not helping.

You are very heavy handed. I wanted to know IF THINGS GET REVERSED. You never really stated that they do until your last post. You just attacked ME for asking a question. Do you see the problem the MTs are running into?

E-mails get ignored. I want more communication with QA, that would be awesome.

Please tell me, would you have given 15 0.25 errors by changing commas and periods? I admit that maybe 3 of them were valid, but the rest were either subjective or QA actually was wrong. Then I got a 1.0 error for putting HAS instead of HAVE. But guess what the sentence was SINGULAR, not plural and the QA's change made the sentence look like some illiterate transcribed it.

I am just very frustrated with QA and based on numerous posts below, apparently I am not alone. So you can yell at me and be demeaning (as that is what QA is good at) all you want, but I am not the only one who feels this way about QA.

I worked in QA for YEARS and the company I worked for was not out to over-edit and insert themselves unnecessarily. Our job was to catch critical errors and assist MTs in gaining greater accuracy. We actually trusted our MTs to use their own judgement when it was subjective.

Nuance could go along way by trying to resolve this great divide between their MTs and their QA team.

ummm my FIRST post said that was a LIE...HOW was that attacking YOU?? - current QA

[ In Reply To ..]
I said if it was a TL that told you that THEY lied. I think you need to reread my first post and then YOUR response and tell me who was attacking who. Also QA is NOT to correct punctuation unless it changes the meaning. If you feel it is wrong FIGHT IT including going over your TLs head. I cannot stress this enough. Not all of us correct for stupid little things and we HAVE been told NOT to do this. Now I can only speak for QA not QC as we are 2 different depts with different supervisors. Also make sure you are ONLY checking your POST AUDIT scores in Fiesa because THOSE are the scores that matter for the incentive and YES reversals can be and ARE made. My advice is when you are challenging them provide a legit reference as to why it should be changed.

Thank you for the information, QA, and the advice to - fight to show you (guys) when you are wrong. :) NM

[ In Reply To ..]
x

oh and if you did not get them reversed that means - sm Current QA

[ In Reply To ..]
they probably should NOT have been reversed. If you have a LEGIT reason that can be backed up with PROOF (account specs, MT instructions, certain legit websites, etc.) it WILL get reversed. As an MT I NEVER had problems getting reversals with PROOF.

What about when it is a subjective change? - anon

[ In Reply To ..]
What happens when they change a comma? I mean sometimes that is absolutely subjective. How on earth do you have PROOF for that.

What about when it was a grammatical judgement call with an ESL and the MTs interpretation was legit but the QA would have done it differently.

Big errors are almost ALWAYS legit, let me just say that up front. I have never had a giant error for something I didn't do.

However, I have gotten 1.0, 0.5 and 0.25 errors for things that could really be either way. In that case there is not proof.

Example: Verbatim account so did not add pronoun to beginning of sentence in the physical exam. I got a 1.0 error for a major omission for not putting He (wasn't dictated).

Things that do not change the meaning and are in no way critical errors.

These are actually the errors that I am talking about.

if the MT can be given the benefit of the doubt it should - current QA

[ In Reply To ..]
changed. I am starting to wonder if this is QC you are talking about. I know for QA these would be reversed. Again QA is POST AUDIT.

QA versus QC (unfortunately both versus MT) - anon

[ In Reply To ..]
By that I mean is QA "the cream of the crop." Although, I would think QC would have the hardest job with filling in bunches of blanks and such.

Here is the frustrating part, some of the QA don't make little subjective changes (the majority of my reports are actually 100%). It seems to be 2 QA people in particular that are super harsh (yes post audit) and they actually do change commas and give 0.25 errors (lots of them) and 1.0 (major omission) for a missing The or He/She.

Mostly I just want to know how things work. Honestly, communication can be a big problem at Nuance.

Is there a standard guide for QAs to use or does each QA decide how hard**s they are going to be?

Perhaps my TL was just telling us that so we would not challenge things? Makes less work for her I guess.

It does make less work for her, which would be why - current QA

[ In Reply To ..]
the only reason why she would say that. Yes QA has guidelines that we have to follow. That is why I said to chailenge this piddly stuff they are marking you (the MTs) for. No I do NOT consider us the cream of the crop. We do make mistakes and SHOULD be challenged. I know I have made some and am THANKFUL the MTs challenged them. A lot of us DO feel this way. Just like you (MTs) make mistakes so do we. THAT is why I am so adamant that the MTs continue to challenge things and have been very vocal about it. All of us were once MTs too and know it is not easy especially in this day and age!

Thanks. - anon

[ In Reply To ..]
I really do appreciate your comments regarding QA. It is always good to get both sides.

Now I am wondering if maybe the TL isn't actually filling out the "form" to forward challenges to QA.

Can we submit post audit challenges directly to QA? Wouldn't that be easier for everyone?

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