According to BusinessDictionary.com, knowledge process outsourcing (KPO) is defined as “a form of outsourcing where knowledge and information-related work is carried out by a different company or subsidiary within the same organization to save costs or resources.” This usually consists of high-value work such as research, analysis and consultancy that is done by highly skilled staff.
I’m sure you know all of this already if you’re about to interview for a KPO job, but this reminder doesn’t hurt. It is important to keep in mind that the below interview questions and answers do drastically vary depending on the type of firm you’re going to work for. However, here are 10 KPO interview questions and answers to help you start preparing.
- Tell me about your analytical skills. When have you used them in the past?
Analytical skills are a large part of KPO so be prepared to talk about this. Discuss how you’re great at visualizing situations in order to come up with the most efficient way of getting the task done. Talk about a time in your past jobs where you did just this. If you don’t have that past work experience, discuss a time in college or in life where you used your analytical skills to overcome a problem.
- How are you working with others?
In this position, you will be working with others outside of your specific company, especially customers. You need to be able to get along with an array of different people, as well as learn how to work together and for others. Share an anecdote about how you were that rare person in college who liked group projects because you were always great at working with others.
- How do you work under stress?
Many jobs have a component of stress, but when you’re working with others outside of your organization, this stress can be taken to a whole new level. Talk about how you thrive under pressure, how it gives you that extra incentive to get things done accurately, and how you know the importance of not taking this stress out on anyone else.
- What are your customer services skills?
As briefly mentioned above, in this position you will be working with customers, as well. “The customer is always right” is a motto you need to keep in mind. Tell the hiring manager that you have great people skills, great listening skills, and if you can, tell a story about a time when you (successfully) handled a difficult customer.
- What’s your biggest skill?
KPO firms are only looking for skilled personnel. Despite this question being generic and found across a plethora of job interviews, it’s an integral question aimed at finding out how you view your own capabilities. KPO firms want the best of the best, and here’s your chance to show that you are just that. Think back to the job description – what skills are required? Choose the one most relevant to your own experience and how you’ll utilize it to grow the firm.
- Talk about a time you handled a difficult situation.
Storytelling time! We’ve all had difficult situations in our lives that we’ve handled, whether it was a mistake on a huge project or a roommate issue. Preferably discuss the work-related issue in this scenario, however if you don’t have such prior work experience, talk about a real-life situation instead. For this particular industry, a story about a clash in working styles would be a great choice.
- Why do you want to work in KPO?
With KPO not as well known as other jobs, you’ll most likely be asked this question. Why do you want to work for a KPO firm rather than a company itself? Talk about how you feel your skill set is better for a position here, and how you like the opportunity of working with outside people.
- What do you think are some obstacles of a KPO position?
Thinking time! Do you think a difficult client will be your biggest obstacle? There’s your answer. Do you think time management or multi-tasking will be your biggest obstacle? There’s your answer. Be truthful here, assuming it’s appropriate of course, because you will have to answer this question…
- How would you overcome this obstacle?
And here is where you’re further addressing the obstacle you mentioned above! You had to see this coming. Talk about the steps you would take to address the issue you mentioned, and how you would resolve it. If possible, relate it to an instance in your career in which you utilized that strategy effectively.
- What knowledge do you have regarding KPO?
You’re a pro by now; I know that, but the hiring manager doesn’t. Talk all about the world of KPO, drop in the definition I shared above, and talk about KPO in terms of the firm you’re interviewing with. Mention the initiatives they have going on, clients they’re working with, and other specifics. It’s a perfect time to show off that you did your homework on the firm.
An interview is still an interview regardless of the specific job. Be sure to brush up on your common interview questions, behavioral interview questions, and competency based interview questions so you can be fully prepared for whatever questions are thrown at you.