ITO’s quality assurance system is built to insure that quality is developed from the bottom up rather than from the top down. It is derived from the belief that adding QA officers only add to the problem of low quality transcriptionists. We believe in hiring qualified MTs and train them only to be the best at what they do. We do this by building what we call Transcribe-Edit-Proofread (TEP) teams. 

Multi-level quality assurance processes and procedures are built within the team based transcription structure of each TEP team. Above the TEP team are additional levels of audit that insure that each doctor has consistency in their quality of work. The QA levels under a TEP model are as follows:

• 1st level QA
• does 100% edit of each of the MT’s work per facility.
• location – production facility
• 2nd level QA
• does 100% audit of MT work during training and trial period
• does 15% audit of MT work upon release from QA or 1 file per MT per day
• assigned single to multiple teams
• in charge of monitoring quality and sanctioning teams for quality non-compliance and recommending adding volume per team
• in charge of training the teams on client and central office requirements for QA
• location – production facility
• 3rd level QA
• does 20% audit of MT work during training and trial period
• does 5%-10% audit of MT work
• in charge of monitoring quality and sanctioning facilities for quality non-compliance
• allocates volume per facility for each account
• recommends increase of volume per account
• approves facility and team for send-off  level
• coordinates with the client on quality
• communicates to the teams quality requirements
• documents client specific preferences on quality
• location – main office

Quality Monitoring System

• For the first part of the day, each MT is required to review the quality audit report of our US Quality Assurance Officer and 3rd level QA (Note:  to monitor quality, our facility-dedicated 2nd level QA officers are required to conduct random-audit of each MT’s work per facility per doctor/dictator).  This process assures that errors are not repeated on the same doctor/dictator.

• Each facility has an assigned QA3 team leader who is responsible for the following:
• Daily QTV (Error Analysis) per MT
• Weekly assessment report on each of the facility’s MT.

For more information on how we monitor our quality please email us at info@itoutsourceinc.com.