Subject: Trainer Candidate - Nitesh Sharma
From: Nitesh Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 24 Jul 2022 14:58:07 -0400

Tech Support
Test

Name

Nitesh
Sharma

E-mail

[email-masked]

Phone Number

(0) 9549102980

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)

Alwar

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

Unacademy

Quality Analyst

June,9th 2022

29,500

Previous Employer 1

Mattsenkumar

Qulaity
Consultatnt

June,14 2021

20,000

Previous Employer 2

Teleperformance

Customer
support Associate

December,4th 2017

13,000

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

as soon as possible

Please briefly
describe your work experience specifically in Quality?

I started
with Mattsenkumar as a quality consultant where my primary task was to audit 4.5
hours of talk time. If I found any failed call (below 80% QC score) I shared the
feedback with the agent and I used it to inform positive points first and then
informed the area of improvement. apart from audit, I shared the quality report
daily, weekly, and monthly to showcase the error and improvements. And i
participated in internal/external calibration. Also, I worked on some small
projects like dead air observation, RCA, and BQM to improve the quality
percentage. Sometimes I led the call calibration and I was working with the
client service team to understand the thing they did.

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

So the problematic situation in my experience was to
streamline the quality score because there are so many changes happening in
products like the promotional offers, disclosure changes, and price changes
sometimes clients changed the complete bundle price as per customer demand but
this was so difficult to adopt new thing in a shorter time. So i asked my
manager for this and told him just inform the client to give a heads-up prior to
making any changes so we can train the agent on this. because if someone
followed a script for the last 7 days but all of sudden they got to know that
things has changed and it will take time so then my manager talked with the
client on this and our client start sending the mail for change 2-3 days prior
and this was very impactful our process wise quality changed.

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

there is a thin line in between
good and great customer service good customer service means one agent listens
properly does the probing to understand the customer's concern then gives a
resolution of the customer query this agent full fill all the parameters and the
customer is happy with this. Another side agent did all these things apart from
this if the agent tries for some additional things like empathy (as per the call
scenario) and can provide human touch so customers feel that they are not
talking with the machine and if agent put themself to customer situation the
provide the solution so this will impactful.

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

I can
work in any shift and handle the pressure also I try to resolve the issue in a
quick manner. I am a team player and as i worked in the service industry for 5
years so i know how to give good experience to internal and external
customers.

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

4