Subject: Trainer Candidate - Alka Yagini Singh Alka
From: Alka Yagini Singh Alka <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 24 Jul 2022 04:08:59 -0400

Tech Support
Test

Name

Alka Yagini
Singh Alka

E-mail

[email-masked]

Phone Number

(91) 9161771111

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)

Hardoi

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

Concept Cars Ltd.

Auditor

Current

20000

Previous
Employer 1

Concept Cars Ltd.

Quality Manager

5-June
2022

20000

Previous Employer 2

Concept Cars Ltd.

Quality Care
Manager

18-Oct 2019

17000

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

15 days

Please briefly describe your work experience specifically in
Quality?

I am having 4 Years 2 month of experience as
Quality Manager. Heads the quality team. Need to take corrective action to
improve Quality of Sales Standards. Update team on various elements for
improving the customer service. Maximize internal Complaint
Capturing.

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

We have customer delight index parameter as feedback in our
company. The score was going very low month by month. In order to improve index
we started finding the loop hole within the system internally such as customer
experience and satisfaction of the customers within the showroom. After finding
loops I had taken corrective action on it. Started monitoring the performance of
team day-wise then week-wise. Formulated new reports in order to track the
performance of the team. Finally the result is shown as the CDI score we got for
month was 150/150 and with zero customer complaints.

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

Customer experience will be good if we are not able
to resolve the issue of the customer and just passing it.

.Customer experience will be great if we resolve the issue of the customer
immediately and doing everything to resolve his issue. Being very polite while
speaking and making customer feel special.

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

I I will
be definitely great at this position as I always try to resolve the issue of the
customer immediately by taking correct action. Always try to show empathy with
our clients. Taking feedback with the customer in a positive manner and will
improvise the area where there is lacking.

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

4