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 throughput: call volume handled per shift, response time targets in Zendesk or Front, calendar juggling across time zones, travel bookings, and expense reconciliation in Expensify or Ramp.
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
Cites concrete volumes (for example 60 calls plus 40 inbox items daily) with response-time SLAs consistently met across multiple executives.
02
Evaluation factor
Improving the process
25% weight
Probe what they built to make repeat work faster: canned responses, Calendly routing rules, Zapier or Make automations, SOP documents, shared drive taxonomies, onboarding checklists for new clients.
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 workflow they redesigned, names the tool, and quantifies hours saved or errors eliminated afterwards.
03
Evaluation factor
Judgement and autonomy
25% weight
Test decisions made without a manager online: double-booked VIPs, an angry caller demanding a direct line, a suspicious invoice request, gatekeeping when the principal is unreachable.
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
Gives real escalation examples, states the line they would not cross alone, and shows discretion with confidential client information.
04
Evaluation factor
Communication
15% weight
Assess written and phone tone across channels: Slack updates to founders, holding emails to clients, handover notes at shift end, greeting scripts for multiple business accounts.
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
Speaks and writes crisply, switches register per client brand, and leaves handover notes detailed enough for the next shift to continue seamlessly.
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