If a clarification regarding job details/client instructions/job instructions is not received on time or the clarification does not reach the FL on time, please add a note to the reviewer in the job instructions, asking him/her not to dock the FL's QFR for the issue.
Formatting-related issues :
Open the job page
If the FL says that the journal-formatting link is not working, try opening the link in your browser.
Simultaneously, check whether the client has provided the journal formatting guidelines as a reference file on the job page.
Scenario 1: If the FL emails asking for clarification with a journal link that has been already mentioned by the client, reply to the FL with the first response, and then change the agent to the ME of that CoE to which the job belongs to, and ask for clarification regarding the same. DO NOT SEND THE TICKET TO THE CM unless the ME checks and replies to you back.
Scenario 2: If the client has already provided the journal formatting guidelines as a reference file, reply to the FL with the same information and resolve the ticket.
Scenario 3: If the journal-formatting link is not working and the client has not provided a reference file containing formatting guidelines, add a note to the CM and change the agent to the relevant CM. Once you get a reply from the CM, reply to the FL, and resolve the ticket.
Word count discrepancies :
Scenario 1: If the FL says that the word count of the job file does not match the word count mentioned on the job page
Check if any client instruction(s) was added after the job was configured (on the job page, click Show client instructions).
If the CM has entered any instructions, e.g., Edit _____ or Exclude _____, copy the whole instruction and paste it in the job instructions section, reply to the FL with the same information, and resolve the ticket.
Scenario 2: If the word count mentioned by the FL falls in the 5% word count discrepancy allowance
Add a time-based “to do” on the job page mentioning the number of words to be added.
Scenario 3: If the query does not fall in either of the two above-mentioned scenarios
Add a note to the CM asking for a clarification and assign the ticket to the relevant CM. Once you get a reply from the CM, reply to the FL, and resolve the ticket.
Unclear job instructions :
If the FL does not seem to understand the instructions, open the job page, and read the instructions thoroughly.
Scenario 1: If addressing the query is within the scope of a PM
The PM will reply to the FL clarifying the instructions and resolve the ticket.
Please look for an acknowledgment from the FL in these cases to ensure that the instructions are now clear.
Scenario 2: If addressing the query is beyond the scope of a PM
b. The PM will add a note (Note: Please check the query from the FL and reply) for the ME and change the group to the respective CoE.
c. The ME will check the query, send an appropriate reply to the FL, and resolve the ticket.
Scenario 3: If addressing the query is beyond the scope of the PM and the ME
b. Add a note on the ticket and assign the ticket to the relevant CM.
Once you get a reply from the CM, reply to the FL, and resolve the ticket.