Human Resources & Talent Development Flashcards

In Kirkpatrick's training evaluation model, which level measures whether agents actually apply new disclosure scripts on the job?

Answer: Level 3 – Behavior

Level 3 evaluates on-the-job behavior change after training.

What does the 'D' that comes second in the ADDIE instructional design model stand for?

Answer: Design

ADDIE stands for Analysis, Design, Development, Implementation, and Evaluation.

The 70-20-10 learning model suggests most professional development for client service agents comes from what source?

Answer: On-the-job experience and challenging assignments

The model attributes about 70% of learning to experience, 20% to others, and 10% to formal training.

QA supervisors score the same recorded call very differently. What practice best fixes this?

Answer: Holding regular calibration sessions to align scoring standards

Calibration sessions align evaluators on criteria so QA scores are consistent and fair.

Which goal for a new enrollment specialist is written in SMART format?

Answer: Achieve a 95% QA compliance score on disclosures within 90 days

SMART goals are specific, measurable, achievable, relevant, and time-bound.

A trainer creates a list of the knowledge, skills, and behaviors required for each role in the company. What is this called?

Answer: A competency model

A competency model defines the KSAs and behaviors needed for success in a role and guides hiring and training.

Under the Gramm-Leach-Bliley Safeguards Rule, what HR-related element must a debt relief firm's information security program include?

Answer: Security awareness training for personnel

The Safeguards Rule requires training staff to implement the information security program protecting customer data.