Talent: Recruitment To Improvement

Hiring

Eligibility

• Team Members: 10th class pass, 18 years, English familiarity
• SME/Mgr: Based on relevant experience

Access to Talent Pool

• Team Members: Engagement with local community and partner NGO
• SME/Mgr: Engage with recruitment agencies to identify suitable profiles

Testing/Selection Process

• Tests: IQ, English, Attention to Detail, WPS Test
• Team Members: Panel Interviews involving B2R and partner NGO
• SME/Mgr: Interviews by different functional heads and site visits of urban hires

Learning & Development

New Hire Training – 60 to 110 days

• Behavioral/Life Skills (Living B2R Values, Working in an organization, Social Norms, `Quality mindset, Emotional Quotient)
• Basic Technical Skills (Computer Skills, Typing Skills, Using the Internet, Information Security)

Floor Support – 15 + days

• Performance support and enhancement through feedback and 1-on-1 coaching
• Quality and production monitoring
• Learning gap identification and refresher training as needed
• Periodic knowledge tests
• Persona/Segmentation

Continuous Improvement

Monitoring

• Client specific Quality Approach
• Monitoring of critical parameters
• Monthly Process control studies

Feedback/Coaching/Review

• Feedback on all transactions monitored
• Plan of Action Agreement documented
• Regular 1-1 sessions and team huddles
• Process for update management
• Periodic test on process knowledge

Improvement

• Voice of People/Process/Customers
• Data Analysis
• Dashboards and Variation Control
• Process Improvement Projects
• Internal and client Calibration