Comprehensive Interview Assessment Booklet for Telus Customer Service

This project presents a comprehensive interview assessment booklet designed for the selection of customer service candidates at Telus, a major Canadian telecommunications company. The booklet outlines a structured, competency-based panel interview process, including detailed evaluation forms and protocols. It specifies the purpose of the assessment framework, which aims to standardize the interview process and reduce bias. The document details the roles of panel members, the interview stages (communication, general intelligence, and HR rounds), and the use of a numerical scoring system based on behavioral indicators. It provides example interview questions covering areas like ethical and legal knowledge, teamwork, problem-solving skills, and organizational culture. The booklet also includes candidate comparison forms for individual and collective evaluations, as well as guidelines for creating rapport with candidates, acquiring and supplying information, and concluding the interview. The assignment emphasizes the importance of a fair, valid, and reliable selection process, offering a practical framework for assessing job candidates.