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Other Toppics

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Submitted By smugi
Words 258
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Mentor and evaluate employees to see where they measured on the job
Intranet : had videos, knowledge materials guides on software
Tests : random tests that measured job skills to see whether an employee needed additional/refresh training
E tool - bridge
New knowlege on new product features
Team weekly meeting to discuss urgent issues and improvement techniques

Call reports- how many calls were answered and how many were not measured high and low peaks to substitute employee shift

Chat /ticket ratings - measure why clients were satisfied or disatisfied
Client surveys - on ways to improve customer service, timelines on solutions
Employee time to resolve tickets
Atendance - used paylocity to clock in

The below definitions are defined by the U.S. Office of Personnel Management:

Knowledge, Skills, and Abilities (KSAs) - The attributes required to perform a job and are generally demonstrated through qualifying service, education, or training.
Knowledge - Is a body of information applied directly to the performance of a function.
Skill - Is an observable competence to perform a learned psychomotor act.
Ability - Is competence to perform an observable behavior or a behavior that results in an observable product.
The scoring of KSA essays is based on a scale of from 1 to 100. Job applicants must score above 70 to be considered for the position. High scores are derived through answering the KSA question as specifically as possible, providing examples from previous employment or training that clearly demonstrate the applicant meet the qualifications.

When applying to federal government positions, a Federal Resume is usually required in addition to KSA

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