Subject: Trainer Candidate - Yashvi Sharma Yashvi
From: Yashvi Sharma Yashvi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 22 Jul 2022 19:50:15 -0400

Tech Support
Test

Name

Yashvi
Sharma Yashvi

E-mail

[email-masked]

Phone Number

(91) 9414715413

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)

Faridabad

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

Adobe TP

QA

Not yet

34 k

Previous
Employer 1

MetLife

QA

28-10-2019

22 k

Previous
Employer 2

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

60 days

Please briefly
describe your work experience specifically in Quality?

Monitor
transaction

RCA

Calibration

Team Huddles

Preparation of Dashboard

KPI

Floor Support

Lean initiative

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

No

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

Once we received an escalation from our stateside team, and it
is a huge financial loss to the customer.

Customer put a legal notice against company that as promised by the agent he did
not received refund yet

After doing the Root Cause and analysis we as a team found that instead of
200000 agent gave a refund of 20000 only.

Only a single 0 made this blunder. We coach the agent and circulate it to entire
team as a flyer.

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

Good
customer service reps will get the problem solved eventually. Great customer
service reps will get it solved immediately, doing everything they can to remedy
the problem at hand.

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

strong QA analyst must have a
comprehensive understanding of your company. They need to be intimately familiar
with your processes, your values, and your goals. They must be well-versed in
your agents' procedures, Service Level Agreements, and your established QA
process.

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

4