What is an audit?

Our team of specially trained auditors evaluate sessions to provide regular feedback to experts about their performance. Auditors follow strict guidelines to ensure they are providing consistent, objective, and standardized evaluations with valuable feedback. Sessions are audited according to our 5 Dimensions of Quality that are necessary to provide the best experience for students.

How do we audit?

We have recruited top performing experts and trained them to review and evaluate sessions. Our team has established a set of criteria for each dimension that has been deemed the most important for an ideal session experience. Auditors answer these questions accordingly then the expert is awarded a letter grade for the dimension. 

What’s the difference between the percentage score and the letter grade?

You may have noticed that the percentage breakdown for each dimension at the top of your performance page no longer consistently corresponds to a specific percentage score. With the new audit scores, similar to how you’d be evaluated in school, a range of percentages can now earn the same letter grade. You will still see letter grades in your audit details but your high-level metrics use the specific percentages associated with that letter grade. Be sure to check the audit form details to see how the auditor scored your session.

Overview of the Five Dimensions

1. PII → No audit score

Got It has a zero tolerance policy for sharing of Personal Identifiable Information. If any expert is found to be in violation of our PII policy, they will be immediately removed from our platform.

2. Accuracy → A or D

Because of the importance of ensuring accurate explanations (including both solution steps and the final solution), experts are required to receive full marks for both Accuracy questions in order to receive an A. There is no partial credit awarded for Accuracy.

3. Format → A, B, C, or D

Experts are expected to deliver a complete explanation and solution while following the proper structure in order to break down the problem in the most appropriate manner for the student. Our sessions follow a four phase format: Concept, Step by Step, Solution, and Discussion. Please make sure to follow this format and provide a complete and relevant explanation. 

4. Service → A, B, C, or D

This dimension takes a look at the quality of the overall communication and coherence of the expert’s explanation. An important part of the session experience is that it’s individualized for the user and the user feels heard and listened to. 

5. Polish → A, B, C, or D

The goal of Polish is to evaluate how easy it is for the user to read the expert’s explanation, particularly for heavy calculation-based ones.. If the problem requires the use of editor tools, then they should be used and used effectively. Editor tools should primarily be used for calculations and math steps. 

Why do we audit?

Auditing is important to ensure quality and consistency of our platform’s service. We want to provide our users with the best experience possible, which is why we maintain a strict standard for our expert community. Although the feedback itself is valuable, the audit scores also factor into expert rank, which has implications for expert payment. Additionally, high-ranked experts are also granted priority during the bidding process.

All of these mechanisms are established to encourage experts to grow and improve their performance and to maintain a high standard for our platform. 

How can you improve your performance?

1. Review your audit details and feedback provided by auditors on your performance page.
2. Before a session begins: 
   • Carefully read the student’s question on the bidding screen and confirm that you are able to provide a detailed explanation and solution for the student’s question.
3. During a session:
   • Remember to click through all four phases of the explanation: Concept, Step by Step, Solution, and Discussion. If you do not click through all four phases your session will be marked CBU and you will not be paid for that session.
   • Encourage student engagement by asking the student if they understand the step(s), especially at the beginning and end of the explanation.
   • Use Wiris/LaTex to write out calculations so it’s easier for the student to read and process.
   • Send each major step as an individual message. Bulky messages are difficult to read and process and usually require more time to prepare.
   • Keep your response time within 2-3 minutes.
   • Double-check the accuracy of your calculations by using our integrated solver Wolfram Alpha. 

At PhotoStudy, we realize that mistakes can happen and an audit may be mis-scored as a result. And while our Auditors are highly trained and very experienced with the platform, we also want to provide Experts with the chance to voice their concerns and request a reevaluation.

How to file an audit dispute
To file an audit dispute, all you need to do is go to your Performance page and scroll down to your audits and select Dispute Audit for the audit you’d like to dispute. You can review the specific feedback and original audit form responses by clicking on the Details icon as usual.

After clicking the Dispute Audit button, you’ll see the dispute form open. You can switch to the Feedback tab to view the original auditor feedback or stay at the Audit Form tab to review your audit score & file your dispute.

Note: You must provide the relevant justification for each audit criteria you’d like to dispute. Failure to do so will result in your dispute not being processed

Here are some examples of a valid justification:

Example 1: You want to dispute Format #3 “Did the expert provide each slice in an appropriate size?” because the auditor had claimed one of your messages exceeded five lines. You could provide the following as your justification: “The auditor claimed message #5 exceeded five lines and marked me down for it. But if you take a look at the criteria question, I should have received full marks for this question because only one of my math slices exceeded the five line maximum and the “Yes” option allows up to one slice.”

Example 2: “I made a minor calculation error but corrected it in the later messages #5-6 I sent to the student.”

Once you’ve submitted your dispute request, you will see the status change to Dispute Logged. It will then change to Completed once the auditor has reviewed the dispute. You will also receive an email notification that your dispute has been processed. You may then click on the Details icon in your Expert Portal to review both the original and updated audit.

But I don’t see the option to dispute my audit?
If you don’t see the option to dispute an audit and instead see Dispute window expired that means you missed your window to dispute that audit. You will only be able to file disputes for the audits that have been processed within the past 30 days. This should still give you plenty of time to review your performance and any audits you receive to file a dispute within a timely manner. Anything beyond the 30 days and you will unfortunately not be able to request a dispute on the platform so that means it’s important to review your audit results in a timely manner.

What if I’m still not satisfied with the dispute result?
Our auditors are carefully vetted and screened to make sure they are all experts in their certified subjects. Additionally, auditors are consistently evaluated on their performance to ensure consistency and accuracy of audits. That being said, we understand that sometimes mistakes are made. If you are still not satisfied with your dispute result and have strong evidence that the audit results should be overturned in your favor, you may contact our CS team directly with your QID and relevant justification. While we do not guarantee that you will receive a favorable result, we will do our best to provide an objective evaluation.

For any additional questions, please email us at expert@gotitapp.co.