At the start of a new assignment, you will likely be required to complete a period of training followed by a period in which you will build on your skills and take a hands on approach to learning how to provide the services in line with the expectations of the client (known as Route to Competency or RTC).

The training and RTC periods can be intensive and may require longer hours at the outset. New associates often find these periods particularly difficult. Planned absence is generally not permitted during the training and RTC periods as missing even on day can be detrimental to your ability to provide the services. More information about planned absence can be found here.

Some key information about the training and RTC periods can be found below. If you have any questions regarding Training or RTC, you should discuss these matters with your Team Leader in the first instance.


  • Training programmes vary by engagement and are designed to relate to the client and the services you will be providing
  • Training may be intense, requiring longer hours at the outset
  • Training sessions can be classroom-based, desk-based (sometimes with a dedicated “buddy”) or remote/online training
  • The client will determine the length of time required to equip new starters with required knowledge for the work. As such, the training period could be anything from a few days to a couple of months in duration
  • The training programmes should provide you with a basic understanding of the requirements of the role, including the use of systems
  • Training may include tests to check your understanding of the requirement
  • On completion of the training period, you should then move to RTC.


The RTC phase is an intensive period of time requiring your full attention and concentration. Many new associates find this time particularly tough as the learning curves can be very steep. For this reason, we do not generally allow any time off during this period and you may well find yourself working long hours.

The RTC phase may include:

  • Working dummy or live cases
  • Observation of your work, quality reviews and feedback of any gaps or errors
  • Your consolidation and application of your new knowledge and learnings
  • Your focus during the RTC phase is to be signed off as competent


The criteria for being signed off as competent may vary between clients and engagements. Typically, sign off is achieved through:

  • Attaining a certain amount of “Pass” cases that have been checked by the Quality function; and/or
  • Achieving certain levels of output

Being signed off as competent is a milestone for you on an engagement. It means that you are able to provide the services with a normal degree of oversight. However, achieving sign off is just the beginning. You must maintain competence for the duration of the engagement.


After you are signed off as competent, the services you provided will continue to be monitored to ensure that you are maintaining competence. Specifically, you are required to maintain the standard of the services to ensure that your quality and productivity remains above the project benchmark.

More information about quality and productivity expectations can be found here.

Feedback from new associates is that once you have achieved competency your speed will increase and you will feel more comfortable in your role.

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