Mental ability and personality profile as predictors of job performance of customer service specialist / Eileeniza C. Manaog. 6

Thesis (M.A.)-- Pamantasan ng Lungsod ng Maynila, 2013.;A thesis presented to the faculty of Graduate School of Arts, Sciences and Education in partial fulfillment of the requirements for the degree in Master of Arts in Psychology major in Clinical Psychology. 56

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ABSTRACT: The study determined predictor of job success of customer service specialist through mental ability and profile of personality global factors as evaluated by team leaders using Intellicare Quality Assurance Form. The selected employees were customer service specialists which includes only those who were hired since January 2009 - May 2012 and being evaluated b the team leader with the use of performance rating scale. The MD5 Test, 16PF questionnaire and Intellicare Quality Assurance Form, were the instruments used in this study. MD5 test measured the cognitive ability and 16 PF questionnaires identify the personality of respondents. Intellicare quality assurance form was used in order to measure job performance of customer service specialist. Descriptive correlational research method was used to reveal if cognitive ability and 5 personality global factors predicted success of respondents. The statistical methods have been used to analyze the results were the frequency, mean score, standard deviation, pearson r correlation and the multiple regression. The result shows that only the tough - mindedness provided a highly significant in predicting the job performance. Therefore, model was formulated for the criteria of job success of employees at Asalus Corporation (Intellicare). This will be the basis of the management for hiring new hires of customer service specialist. This identified personality trait based on the result of this study can be included in the recruitment process for looking a potential candidate or future employee in the company for this position.

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