QTD User Conference

On-Boarding New
Hires: Best Practices
In this session, we shared
that on-boarding is not
to be confused with
new hire training,
which typically is
completed by the HR
department. A solid onboarding
process will set
a newly-hired employee on a
solid path
for training success. The key is to
figure out the required skill and knowledge level
for the role, determining where the individual
is at, and then match the training to their
specific needs. Both a training map detailing
the initial training program as well as IDPs help
communicate training
expectations to the new hire.
Here is a list of “real-world”,
on-boarding best practices
user conference participants
shared during this session:
• Involve the new hire in
their training process.
Not involving the new
hire or introducing them
to key players can make
them feel unwanted and
send an unintended message that they’re not
welcome.
• Assign a trainee to a specific senior operator/
mentor as a part of their onboarding
and have the trainee
follow the same shift schedule.
• Have two senior operators sign off
on new hire readiness to perform
tasks to ensure the team agrees
on the trainee’s capabilities to
perform tasks on their own.
• Establish an interview a panel of
senior operators to discuss and
agree on the new hire’s readiness to sit the
desk.
• Ask the senior operators to complete a
“report card” on the new hire they’ve been
paired with to rate their training progress or
readiness to sit the desk.
• Pairing the new hire with a mentor
throughout the entire program is a good
idea, but it’s important to select a mentor
with the right attitude. It is also important to
ensure all the mentors are on the same page,
if you’re working a group of new hires into
the team.
Overall, it takes a team to train a new hire
system operator – so look for ways to engage
all of the control center in the process.
www.QualityTrainingSystems.com Office: 443.755.0790
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