1. Objective
The objective of our Quality Management Policy (QMP) is to deliver top-tier services to both clients (employers) and candidates (job seekers). It ensures professionalism, compliance with legal requirements, and continuous improvement in service delivery. The focus is on achieving the highest standards of recruitment practices, fostering client and candidate satisfaction, and maintaining compliance with global employment laws and ethical standards.
2. Scope
The QMP applies to all aspects of the agency's operations, including candidate sourcing, recruitment processes, client management, compliance, and feedback mechanisms. It covers all departments, employees, and third-party service providers involved in recruitment activities.
Key Principles
- Customer Satisfaction: Ensuring client and candidate satisfaction by providing tailored recruitment solutions that meet specific needs.
- Compliance: Adhering to all local, national, and international laws, regulations, and ethical standards governing recruitment and employment.
- Continuous Improvement: Fostering a culture of continuous learning, process refinement, and performance enhancement.
- Transparency and Integrity: Maintaining transparent communication and operations, ensuring integrity in every interaction with clients and candidates.
- Cultural Sensitivity: Recognizing and respecting cultural differences, promoting diversity and inclusion throughout the recruitment process.
3. Quality Objectives
The following measurable objectives have been set to guide our quality management efforts:
- Achieve a 90% client satisfaction rate based on periodic surveys.
- Ensure a 95% candidate placement success rate within the stipulated timelines.
- Maintain a compliance record of zero violations of labor laws and ethical recruitment practices.
- Ensure all recruitment staff undergo continuous professional development, with at least 40 hours of training annually.
4. Quality Control Measures
- Candidate Screening: A multi-layered screening process, including background checks, skill assessments, and interviews, is established to ensure candidates meet the required qualifications.
- Client-Centric Service: Recruitment strategies are tailored to the unique needs of each client, ensuring a match between the job role and the candidate’s profile.
- Compliance Audits: Regular internal audits are conducted to ensure adherence to legal standards, ethical recruitment guidelines, and the agency’s internal policies.
- Performance Metrics: Key performance indicators (KPIs) such as time-to-fill, cost-per-hire, and candidate feedback are used to assess and improve the efficiency and effectiveness of recruitment processes.
- Quality Assurance Team: A dedicated QA team is responsible for reviewing processes, auditing files, and ensuring all placements comply with legal and quality standards.
5. Process Flow and Controls
The recruitment process follows these steps, each with quality controls in place:
Client Consultation
o Controls: Detailed needs assessment, including job requirements, company culture, and timeline expectations.
o Documentation: Signed agreement outlining responsibilities, recruitment goals, and expectations.
Candidate Sourcing
o Controls: Multi-channel sourcing strategy utilizing job boards, social media, internal databases, and recruitment fairs.
o Documentation: Records of sourcing efforts and channels used.
Screening and Selection
o Controls: Objective and standardized criteria are used to screen candidates, with background and reference checks.
o Documentation: Detailed candidate profiles, screening reports, and test results are recorded.
Candidate Presentation to Clients
o Controls: Only fully vetted candidates who meet the client’s criteria are presented.
o Documentation: Comprehensive candidate dossiers, including resumes, screening outcomes, and interview feedback, are provided to clients.
Placement and Follow-Up
o Controls: Regular contact with both the client and the candidate is maintained during the onboarding phase and throughout the first year.
o Documentation: Follow-up reports detailing client and candidate satisfaction post-placement.
Feedback Mechanism
o Controls: Feedback from clients and candidates is gathered at every stage of the process, and post-placement reviews are conducted.
o Documentation: Records of feedback are maintained, and corrective actions are implemented as necessary.
6. Training and Development
Recruitment consultants and staff are required to undergo ongoing training in the following areas:
- Local and international labor laws
- Candidate interview techniques and evaluation
- Diversity, equity, and inclusion (DEI) best practices
- Client relationship management
- New recruitment technologies and tools
7. Legal and Ethical Compliance
The agency adheres to the following regulations:
- Local and International Labor Laws: Ensuring compliance with employment contracts, work visas, and data privacy regulations in the countries where recruitment is conducted.
- Ethical Recruitment Practices: Ensuring transparency and fairness in recruitment, avoiding discrimination based on gender, race, religion, or other personal characteristics.
- Data Protection: Complying with GDPR (or other applicable data protection laws) to ensure that candidates' and clients' personal data is securely handled.
8. Monitoring and Review
- Internal Audits: Bi-annual audits are conducted to review compliance with quality standards and identify areas for improvement.
- Customer Feedback: Feedback surveys and interviews are used to assess satisfaction levels and identify service gaps.
- Corrective Actions: Corrective and preventive actions (CAPA) are implemented in response to identified issues or client/candidate feedback.
- Annual Review: A comprehensive review of the QMP is conducted annually to assess its effectiveness, with necessary revisions made in response to industry trends and regulatory changes.
9. Roles and Responsibilities
- Quality Manager: Oversees the implementation and monitoring of the QMP, conducting audits, and reporting on quality metrics.
- Recruitment Consultants: Ensure compliance with the QMP in their recruitment activities, from sourcing to placement.
- HR and Training Coordinator: Develops and delivers training programs aligned with the QMP, ensuring that all staff are adequately trained.
- Legal Compliance Officer: Ensures all recruitment processes comply with local, national, and international legal standards, and that appropriate documentation is maintained.
- Client and Candidate Relations Team: Focuses on client and candidate satisfaction, gathering feedback, and ensuring continuous communication throughout the recruitment process.
Mission Statement
"To connect global talent with opportunities that empower individuals and organizations to thrive in an increasingly interconnected world. We are committed to fostering diversity, inclusivity, and growth through personalized recruitment solutions that align skills with ambition, transforming lives and businesses across borders."
Vision Statement
"To become the world’s most trusted recruitment partner, bridging global talent gaps and driving innovation in workforce solutions. We envision a future where every person can realize their professional potential, and every organization can access the skills they need to succeed in a dynamic, global marketplace."
Delta International Key Achievements
- 46,000+ Offered Foreign Employment
- 14+ Years of Experience
- 26 Global Awards
- 300+ Satisfied Companies
Suggestions
- Communication of Quality Policy
- The QMP should be communicated to all staff members during onboarding and regularly reviewed in team meetings.
- Clients and candidates should be informed about the agency's commitment to quality, including key standards and the feedback mechanisms available to them.
- Document Control
- All quality management documents should be controlled and updated regularly, with version control practices in place to ensure the latest procedures are followed.
Recruitment: Quality Management Policy
