A. Basis of choosing KSAOs
The first tool that determined the most important KSAOs in the selection system is the PIC. The PIC consists of forty-eight items that assess the job performance success of seven personality characteristics. Therefore, the PIC allows us to decide the most important characteristics of the job. Second, during the interviews that we conducted, we took into consideration the employees that had the most experience. We believed that employees that have more experience are more likely to understand and master their jobs.
B. Important KSAOs to be targeted in the Selection System
The following KSAOs were found to be the most important and will be targeted in our selection system:
• Enjoys interacting with people over the phone.
• Ability to stay positive through tough situations.
• Communication skills
• Interpersonal skills
• Demonstrate the ability to handle and stay calm in difficult situations.
• Knowledge of Microsoft Excel
• Problem-Solving Skills
II. Selection Devices used to Measure KSAOs
A. Selection Devices
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Therefore, the applicant must possess certain personality characteristics, in order for the customer to be satisfied and for the employer not to lose customers. We considered the Five Factor Model test to be the most appropriate for this type of job. The test is comprised of five different dimensions: Extraversion, Agreeableness, Conscientiousness, Neuroticism, and Openness to Experience. We can predict that high extraversion, high agreeableness, and emotional stability are the best predictors of job performance for this job because the job analysis demonstrates that the applicant must be friendly, have patience, and is not
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The study was conducted using the IPIP measure scales; (Extraversion, Neuroticism, Openness, Agreeableness & Conscientiousness), (Goldberg, 1999) and the Big Five Factor Model which measure the personality factors of the Big Five (Costa & McCrae, 1992). The four goals of Psychology was taken into consideration using the 25-item translated questionnaire with a 5 point Likert scale.
Companies have started to use personality tests in the past five years so that they can find a potential employee’s strengths and weaknesses. If questions and answers are quite accurate and test is done properly it can help an employer to find more about person’s advantages and disadvantages. It is very important to know because one of the most important points is that most of personality tests help to recognize unqualified candidates. “Although experts warn that many personality assessments don't deliver what they promise, legitimate scientifically validated tests are helping employers evaluate job candidates to select those best suited for particular positions. Other tests are designed to measure intelligence, honesty, management aptitude and other qualities.”
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The goal of selection programs are to capitalize on individual differences in order to select the applicants who possess the greatest amount of particular characteristics that have been assess to be the most important for job success (Cascio & Aquinis, 2011). This goal can be met by utilizing a classical approach to personnel selection. The classical approach to personnel selection starts with the job analysis. From the job analysis sensitive, relevant and reliable criteria are selected on a basis of importance to describe the job specifications that represent knowledge, skills, abilities and other characteristics (KSAOs) that potential applicants are desired to have for the job (Cascio & Aquinis, 2011).
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