Review the evidence signals before interviewing. Then use the anchored descriptions—not instinct alone—to choose the score that best matches each answer.
01
Evaluation factor
Execution and reliability
35% weight
Check daily call and ticket volumes handled, queue tools used (Zendesk, Freshdesk, Salesforce Service Cloud), average handle time, first contact resolution rate, and adherence to shift schedules.
Evidence to listen for
Describes a workload they owned and how they kept it from slipping
Names the tools and systems they ran day to day
Can talk about volume: tickets, inboxes, orders, uptime
Nothing quietly falls through when they are busy
Five-point scoring guide
1
Poor
Cannot describe their own workload; things slip without them noticing.
2
Needs Improvement
Handles routine volume; drops work under pressure.
3
Satisfactory
Reliable on steady-state work; struggles when volume spikes.
4
Very Good
Consistently reliable at real volume with a system for staying on top.
5
Excellent
Quotes real numbers: 60 plus contacts daily, first contact resolution above 80 percent, CSAT scores, and names the ticketing platform used.
02
Evaluation factor
Improving the process
25% weight
Probe whether they rewrote macros, built troubleshooting decision trees, added knowledge base articles, or flagged recurring defects that cut repeat contacts for a product line.
Evidence to listen for
Has changed a process rather than only following one
Can name what was slow or error-prone and what they did about it
Documents so the improvement survives them
Knows when a process is worth automating and when it is not
Five-point scoring guide
1
Poor
Follows instructions only; no sense that process can change.
2
Needs Improvement
Notices problems but escalates rather than solving.
3
Satisfactory
Makes small improvements; impact is local and undocumented.
4
Very Good
Has redesigned a real process with measurable effect.
5
Excellent
Describes a specific macro, script, or help article they authored and the drop in repeat tickets or handle time that followed.
03
Evaluation factor
Judgement and autonomy
25% weight
Test technical judgement: how they isolate router, software, or account faults before escalating, when they issue refunds or credits unaided, and their escalation thresholds to tier two.
Evidence to listen for
Knows what to decide alone and what to escalate
Handles an exception without freezing or improvising recklessly
Protects confidentiality and access appropriately
Asks a clarifying question rather than guessing on something costly
Five-point scoring guide
1
Poor
Either escalates everything or acts recklessly on their own.
2
Needs Improvement
Needs frequent direction; uneasy with exceptions.
3
Satisfactory
Sound judgement on familiar decisions.
4
Very Good
Clear sense of their own authority; handles exceptions well.
5
Excellent
Walks through a real diagnostic sequence, states what they resolved alone versus escalated, and explains the reasoning behind that line.
04
Evaluation factor
Communication
15% weight
Assess how they explain technical fixes to non-technical callers, de-escalate angry customers, and write handover notes clear enough for the next agent to continue.
Evidence to listen for
Writes clearly enough that people act without a follow-up
Manages expectations before a deadline slips, not after
Handles a frustrated colleague or customer calmly
Works across time zones or async where the role needs it
Five-point scoring guide
1
Poor
Unclear written communication; goes quiet when things slip.
2
Needs Improvement
Communication needs chasing; raises problems late.
3
Satisfactory
Clear enough day to day; proactive updates are inconsistent.
4
Very Good
Clear, proactive, and calm under pressure.
5
Excellent
Translates jargon into plain steps, stays calm through a hostile call example, and leaves ticket notes colleagues can act on immediately.
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