Onboarding Process - Candidates

Quest App Invitation

Each candidate will receive an email from an automated system letting them know they have been invited to use the Quest App.

Note: if the agents are part of a migration process (ST App to Quest APP) as active users, they will not go through the onboarding process. All users detected as active, will be migrated to the Quest App in a transparent process to the agents.

Email Invitation

The email will be sent with the following information:

1. The email subject is “Invitation to join Emerios”

2. The email sender will be no_reply@vmbc.com

3. The agent’s username (this will be created by the admin user of the Agency)

4. Link for the agents to create their own password

Invitation not received

This can occur because the invitation comes from a no_reply sender. Depending on the email provider (Yahoo, Gmail, Hotmail, etc.), filters, and rules from the agents’ inbox, sometimes the invitation email can go to the spam folder.

Depending the email provider and the organization of the inbox each person has, the email can go to different folders.

Gmail

In its default inbox version, besides the primary inbox, there are other tabs where the agent should look for the email.

Hotmail/Outlook

In its default inbox version, the inbox is divided in Focused and Other. On the left and top menu the Junk folder is the equivalent to Spam.

Yahoo

In its default inbox version, the inbox is divided in Focused and Other. On the left and top menu the Spam folder can be located to look for emails filtered there.

Profile creation

The next step, after clicking on the profile creation button will be to fill in some information to start the onboarding process. The candidate will go to the following page when clicking on the mentioned button.

The initial screen shows to the candidate the following information:

1. Team that the candidate will be assigned once the whole process is completed Steps to follow in order to complete the process

2. Create the candidate’s profile including their personal information

3. Upload their ID and picture

4. Read and sign contract

5. Complete Training process

To start the first step, the candidate will click on Get started! button.

Personal information

The onboarding process will guide the candidate through the different steps that need to be completed.

In order to begin, the candidate will be requested to enter their personal information.

Credentials Set up

Next step is to create the user’s credentials. Note this set of credentials will be used to log in to the Quest App, once the complete process was marked as successful.

Candidate’s Information

The candidate will be requested to enter their Date of birth, SSN, Address, gender and t-shirt size.

To continue with the next step, the candidate will click on next.

Picture and ID upload

The last step to complete the profile creation is to upload the candidate’s picture and Government ID

To continue, click on next.

Sign Paperwork

After the candidate’s profile has been created, an email will be sent, letting them know that the next step is to complete signature of the paperwork.

The paperwork step is for the candidate to read and sign if everything is clear and in agreement.

Paperwork sign off

The paperwork includes the terms of service, so it is important that the candidates read it completely before signing it.

After reading it, click on the signature section.

Enter signature and finally click on insert.

If the candidate does not want to draw the signature, the typing option can be selected by clicking on the “Aa” button.

The signature will be inserted in the contract and in order to move on, the candidate will have to click on Continue.

Last step for paperwork signature is to complete the same process with the compliance manual.

The candidate will know the process has been completed, as the following message will be shown:

Background authorization and process

At this point, the steps needed from the candidate in this phase have been completed. The candidates’ profile have been created on the agency’s side and the next step is to complete the Background check authorization and wait for its results. The agency will complete this step as usual and upload the documents to each step in the system.

Note: this process is going to be handled between the agency and the candidate as usual. The upload process has been described in a different document, only for Agencies.

An email will be sent to the candidate once the mentioned steps have been completed.

Training

In order to complete the training, the candidate will click on the Start training button.

The candidate will have to click on the Start course button, in order to begin the training.

The training course has six videos that include all the needed information for the candidate to learn about the system, program rules, behavior expected, and tips.

After watching the videos, the candidate will be requested to complete a final test.

Training Rules

The training process has six videos
The training process will be considered completed after the six videos have been marked as seen and the end question for each of them has been responded
The training final test has ten questions and in order to pass, a minimum of 80% must be scored by the candidate
The candidate will have three chances to pass the final test.
If the candidate does not approve the test, they must contact the agency to request further instructions.

Final steps

After approving the final test, the agent must call the Vetting line to verify their PII.

Vetting team phone number: 1-888-848-8348 (Mon to Sat – 8AM to 8pm EST)

Once the Vetting team has reviewed and approved the candidate’s information, the candidate will be activated and, from that moment and on, they will become active Safelink Wireless Street Team Agents.

In order to access to the Quest app, the agent must use the credentials set in the first step.