Subject: Trainer Candidate - Monis Ansari
From: Monis Ansari <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 22 Jul 2022 12:11:30 -0400

Tech Support
Test

Name

Monis
Ansari

E-mail

[email-masked]

Phone Number

(+91) 7860097786

Do you have your own
transportation (2 or 4 wheeler) or are you able to commute to office without
using Metro? Our office is located in Noida Sector 2, near Noida - Sector 15
Metro Station

I have my own 2/4 wheeler transport

Where
do you currently live (area)

Varanasi, Uttar
Pradesh

Please give us details of your last 3 employments
including current. If you've not worked in 3 companies, please enter NA

Name of Company

Designation

Last
working day

Monthly Salary (inhand)

Current
Employer

Tata Consuiltancy Services

Information Processing
Specialist

3 Months Notice Period

25727

Previous
Employer 1

NA

NA

NA

NA

Previous Employer 2

NA

NA

NA

NA

If Selected, how much time do you need
to join?

3 Months

Please briefly
describe your work experience specifically in Quality?

▪
Managing a team of 20 Associates as an Operations Lead.

▪ Voice\Non-Voice L1 Technical Helpdesk /Service Desk L1 Support Ops through
four channels Voice/Tickets/Emails/Chatbot.

▪ Escalations Management (Client/Customer): Handling all escalation in
coordination with the respective team and ensuring quick and proper resolution.
Also carrying out RCA and feedback sessions to fill the knowledge gap.

▪ Setting up Helpdesk Operations Project at VNS Location: Supported in all the
activities including project setup with respective teams (Network/Voice/Admin),
finalizing SOPs keeping in line with business requirement/RFP.

▪ Setting/Implementing 24*7 Business Operation: Successfully Setup 24*7
Business Operations within 72 Hours as per business requirement.

▪ Client Management: Managing all the client’s requirement from Business and
also having Weekly Review with Client discussions-Performance/Process
Improvement etc.

▪ Process Trainer: Training all the new resources with the process knowledge,
have also carried out remote training during the lockdown. Conducting refreshers
training as and when required for all the associates.

▪ Quality Analyst: Carrying frequent audits ensuring all the quality
parameters are met along with feedback session.

▪ Business/Process Analyst: Have carried out multiple analysis as per Client
Requirements/Challenges faced by business/Process Improvement/Productivity
Enhancement. Based on the analysis have suggested solution and taken up for
implementation.

▪ Other Activities - MIS, Vendor Management, etc.

▪ Service Desk (L1 Support): Ensuring IMs and SDs are acknowledged and
addressed as per the defined SLA’s. L1 resolving the IM’s and SD’s are per
the knowledge data base available and forwarding ahead if any other teams
intervention required.

▪ WFH Sol./Implementation: Have successfully implemented WFH Sol. ensuring the
continuity of the business (lockdown).

▪ Remotely managing 3 associates at Client Loc.

▪ Project Tech/App. Testing SPOC from Ops.

Have you worked as a
Quality Manager in a Call Center/Customer Service/BPO Environment?

Yes

Please tell us below in 300 - 500
words about the most difficult situation in your experience as someone who is
responsible to manage and bring improvements in quality of your team

To answer the above question will share a personal
experience.

I was setting up a Government Division Project as per all Quality Standards to
the corporate.

The existing team (corporate) operating in Client Location (Government Office)
had adopted their culture and would respond the customers in the similar manner
at times being rude, straight forward, inappropriate comments.

In order to align the operations, it is pretty much required to ensure quality
output is provided.

The customers want someone to at least listen to their problems even thought
that agent might not be able to provide the resolution but due to proper
acknowledgement, showing sympathy and empathy and following all the parameters
of Soft Skill, the customer builds his/her confidence in the words to the agent.
The customer might not be happy with the service of the division but should be
happy with our customer service.

I was a very challenging situation to train the agents and make them use to
Quality Standards and ensure the Quality output is provided to the customer.

What according to you is the difference between good
and great customer service. (Explain in 4 - 6 sentences)

Good
Customer Service: When you eventually solve the problem of the customer keeping
in line with the quality standards and the SOP.

Great Customer Service: A great customer service is when you go extra mile to
support the customer. Ensuring what the customer even you might have to go out
of the way keeping in line with rules.

Eg. - Was working for a Voice Process (English/Hindi) in my initial phase,
received a call from a customer who was not able to speak either of the
language. The person was a old man and trying to track the details with a unique
id. Somehow or the other took the id and tried to explain the same in the best
way possible using single word though took a hit on the ATH Target.

What according to you makes you a good candidate
for this position?

I'm confident i would be able to add value to this role. Seeing that i have the
Skill Set required for this Job.

Have been working the Customer Success/Customer Domain providing quality output
to the customer not just as an associate but also as a lead.

On a scale of 1 - 5 please rate your fluency in
spoken English

5