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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