Subject: Trainer Candidate - Jatin Kumar
From: Jatin Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 26 Jul 2022 02:56:52 -0400

Tech Support
Test

Name

Jatin
Kumar

E-mail

[email-masked]

Phone Number

(91) 7210203006

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)

New delhi (Near
BADARPUR)

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

Ust Global

Sr. Manager

NA

69000

Previous
Employer 1

Teleperformance

Manager

21 February
2022

40000

Previous Employer 2

Perfect publications pvt ltd

Assistant manager

31 august 2020

25000

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

8 weeks

Please briefly
describe your work experience specifically in Quality?

I learn
the trend in process and subsequently put my lean theory to remove
opportunities for the advisors and agent.

I sit in qbr and mbr . Me and my team make sure we do not leave any calls that
could be beneficial for our project. I create verbiages for the team and plan
out the way they have to perform quality check.

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

I feel the most difficult part is the impact on adherence. The
day will be really difficult when any of my team mate is not adhering to the
deligate protocol. There was a time when there was black friday and prime day
sale with amazon. On that time there was huge pressure on me to regulate my team
as the work pressure was really high plus we have to audit hundreds of
chat,calls and email. Therefore to make sure my team does skip any call i sat
with them and cleared the queue for pending quality.

It was difficult at that time i was not managing my team i was managing my self
as well. Did the overtime managed the breaks of team accordingly. Because we
were suppose to provide the report to the client.

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

The best difference between the both is as below.
For example:-

Good customer service- It means we followed the procedure and we were able to
provide the customer service as per our end.

Great customer service- It means going beyond your limit and extend your
thinking part of brain and you then assist with customer.

Therefore the basic difference between good and great is our efforts how much
efforts we put in all interactions. To make a good customer service a great one
we have to follow set of SOP to give great starting to retaining the exact issue
with empathy then keeping the conversation in your hands. And atlast providing
the resolution and explaining again what was the issue how you do it and now it
is resolved. At the end ask for something else and give a good ending. This
transforms a good customer service to great customer service.

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

I am individual who is creative and adaptive. I put my brain
being said that i learn the trend about the project and my team strengths. If i
get this opportunity I’ll working on the project with my experience in
providing way to the customer needs as well as the way a quality team will
always want their manager to be.

Therefore I’ll be a perfect fit for this position because i’ll be able to
align the training team as well the project needs. I am able to provide PDP’s
and personalised pkt to advisors. I am sound in people management.

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

5