Subject: Trainer Candidate - Imran Boksh
From: Imran Boksh <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 23 Jul 2022 13:45:20 -0400

Tech Support
Test

Name

Imran
Boksh

E-mail

[email-masked]

Phone Number

(+91) 7838567418

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 can commute only using Metro

Where
do you currently live (area)

Janakpuri, New Delhi

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

Concentrix

Assistant manager Quality

Still working

36k

Previous Employer 1

Previous
Employer 2

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

30 days

Please briefly
describe your work experience specifically in Quality?

I have
total experience of 7 years in transactional quality domain

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

Being in quality domain always ensured to work on process
improvement and streamline the process.

For a scenario, we attempt to be best in business compared to other competitors.
So, to be in number one, identified the opportunities in all the scorable
metrics to measure the target. Post that, set up a bench mark and correspondence
with all the stakes holder. Throughout the month, constantly worked on that
specific metrics and ensured other metrics all don't fall down from the target.
Daily tracking, improvement trend, brainstroming session helped to achieve the
target, which was looking for and able to be the best one

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

Good customer service is like,
where a representative resolving customer issue only by simply sharing available
resolutions.

By the term great customer service, we recognize the overall customer experience
where the representative understand the total query of the customer and owning
to resolve the query the representative take extra care and resolved the query
and also personalised the interaction.

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

The
responsibility of this role is inevitable. I believe, being worked in quality
domain able to learn the techniques and analytical skills to streamline the
process and improve quality framework. Also by handling a group of quality
analyst, able to manage the team. As well as, contacting with stakeholders
helped me grasp to inculcate required inputs.

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

3