Our recruitment process includes the use of Learning Branch, an assessment tool that evaluates how well a candidate communicates via phone or email.
Learning Branch takes 45-60 minutes to complete and is comprised of scenario-based simulations that assess language and communication, reading, writing, and listening comprehension skills.
To assist you in your career journey, here are some useful information:
Tips for a successful assessment:
- Read and listen very carefully. Every question has a time limit, and you only get one chance to listen and respond.
- Speak naturally and confidently. Do not use a fake accent.
- Listen to voice prompts carefully before clicking on any icon or button.
- When speaking, try not to leave long pauses in between sentences.
- Just relax!
For Care and Tech Agents:
The assessment tool will check overall language ability to perform customer service tasks using phone, email, and chat. Skills needed include:
- Proficiency in understanding a customer’s question
- Articulate, clear, and concise response
- Use of foundational customer service skills
- Attention to detail
- Acknowledging the customer
- Use of positive language throughout customer interaction
For Sales and Loyalty Agents:
The assessment tool will check overall language ability to perform sales tasks on the phone. The following will be evaluated:
- Proficiency in understanding a customer’s problem
- Articulate, clear, and concise response
- Use of foundational sales skills
- Attention to detail
- Ability to build rapport, probe, negotiate, and handle objections
- Ability to close a deal during a customer interaction
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