What does a useful process look like?
Combine customer service judgement, job-relevant English, attention to detail and typing. Follow up with a realistic conversation rather than inferring spoken performance from a written test.
Keep the assessment proportionate
Define what success in the job looks like before choosing tests. Explain the purpose and expected time to candidates. Provide practice questions and a clear route to request accommodations.
Make a decision you can explain
Use assessment results alongside a structured conversation and realistic work sample. Review integrity signals in context and record the evidence behind your choice.