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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