Inquiries are received via phone, email, website forms, or social media.

Each inquiry from a client is logged in the client demands sheet with details on the inquiry.

Inquiry Forms filled from a potential candidate is logged to an Applicant Tracking System (ATS)- Zoho Recruit.

Inquiries are categorized and assigned to the appropriate  department (Healthcare, Hospitality, Aviation etc.) in Zoho Workdrive.

A quotation or proposal is issued to the potential client within maximum 72 hours.

Response time to potential candidates is within maximum 24 hours.

Potential Clients are monitored  by each Department Heads

using the system in place.

Potential Candidates are

monitored by HR & Compliance Team using the ATS in place.

Processing

Customer  Orders

Orders from the customer or client means client demand request. It is confirmed and given by the client from email, telephone or via a third-party vendor.

Orders are reviewed and approved by the Department Heads  and HR and Fulfilment Team.

Requirements are communicated to the team of Recruiters via email, telephone or direct access to the third party vendor  portal.

Clients are directly informed of progress via third party vendor portal and all modifications, compliance documents are recorded on the vendor portal.

Client orders or request are  processed and monitor using the sheets in place.

It is monitored  by the department heads and  logged by the recruiters.

We identify the client needs, job details, location and the  candidate availability.

Utilize internal database, online job portals, and professional  network if needed.

Present candidate with a profile containing the compliance  records.

We identify and analyse client feedback, candidate  experiences, and market trends to identify areas for  improvement.

Develop a structured implementation plan, including timelines  and responsible teams.

For new services or for our business it is venturing into new  industry, firstly, we identify emerging recruitment trends and  client demands. We study the industry’s best practices to  define service gaps.

Establish a structured design  and development plan that

outlines objectives, timelines,  and responsibilities.

Document internal assessments  of existing recruitment

processes to identify areas for  improvement.

Conduct regular reviews to  assess whether the proposed  changes meet quality  benchmarks.

Establish clear criteria for selecting suppliers, focusing on reliability, compliance, and service quality.

Gather 3 or 4 suppliers. All suppliers are vetted by the director, who checks their prices, competence, and reputation.

Purchase Orders are issued by the Office Manager to  suppliers/ subcontractors who confirm the price, specification, and availability of items.

Received goods are stored in office storage area.

Received good status and conditions are checked by the

Office Manager.

External

Resources

Any contractors/sub-contractors will be approved by the Director and vetted for competence and ability to carry out the works.

by supervision by a senior  employee.

We review supplier  performance at our  management meetings.

In our business as a Recruitment Agency, we checked the job/ service execution by means of:

Established and develop a Standard Operating Procedures

(SOPs) or key recruitment processes, including candidate  sourcing, screening, and placement.

Provide periodic training for staff to ensure they understand  compliance requirements.

Define key performance

indicators (KPIs) for recruitment processes, such as time-to-hire, candidate satisfaction, and

placement success rates.

Leverage Applicant Tracking

Systems (ATS- Zoho) to monitor  recruitment workflows and  candidate progress.

We conduct structured follow-up  calls or emails with both clients

and placed candidates at regular

intervals (e.g., 1 week, 1 month,

3 months). Feedback is  recorded in our CRM and

reviewed monthly to identify  trends or issues.

Invoices are raised by our system in place, Logezy and issued to the customer by email.

Outstanding payments are resolved by monitoring of the Office Manager and follow ups.

Payments are monitored by the

Office Manager on our internal system called Logezy.

The results of customer  feedback is analysed on the

online form. It is discussed  during the management  meetings.

Fulfilment Team/

Recruitment

Consultants

Maintain staff competence and

capability

Drive continual improvement of the

QMS

Date of

Change