TRAINING MODULE

	Training module covers minimum skills and knowledge
	Approach to training and development formally defined
	Formal retraining for existing staff if skill and knowledge requirements change
	Partnered with NIS Sparta a renowned international training organization

VERIFICATION OF SKILLS AND KNOWLEDGE

	Minimum skills and knowledge verified prior to deployment
	Structured verification process for all frontline staff
	Multiple observations with sign-off
	Transaction monitoring - primary verification method
	Pass thresholds for tests and call monitoring

RE-VERIFICATION OF SKILLS AND KNOWLEDGE

	Annual
	Re-verification of skills and knowledge following changes in program, procedur