Subject: Trainer Candidate - Akash Pathak
From: Akash Pathak <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 27 Jul 2022 10:12:06 -0400

Tech Support
Test

Name

Akash
Pathak

E-mail

[email-masked]

Phone Number

(91) 8802512175

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)

Noida

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

FIS global business solutions pvt ltd

Sr. Analyst Quality and
Compliance

16 aug

47k excluding other monetary benefits

Previous
Employer 1

Serco global service

Relationship Manager

January
2015

NA

Previous Employer 2

IGT

Executive

Aug
2013

NA

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

Anytime after Aug 16

Please briefly
describe your work experience specifically in Quality?

Currently
working as a Sr Analyst for Compliance and Quality department

Work include all the Quality auditing ( Report review , call barging, feedbacks,
procedure planning etc) as well as Compliance finding in credit reports for Chex
System US based credit reporting agency.

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 have lots of situations to share but one situation I can
share

I was reviewing one of the report for ChexSystem and found there is an error in
that report also one of the calling agent did the same mistake when he was
informing consumer about the report. I saw the procedure and found same is
written there as well which is totally illogical.  I discussed this with my Sr
manager and elaborated everything and sent an email to the US team. They also
found that procedure little weird and illogical,  so they made changes to that
and I got an appreciation email.

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

Good service is like providing resolution or giving
answers to each and every question of customer but it becomes great when you
take it personally and solve it also quote something else which customer find
amazing and send you the appreciation for that.

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

I am
working in customer/Consumer services since long and I am aware of most of the
tactics and procedures to take care of the customer , how to give customer a
good service,  what they want, also I find my experience is very vast , I know
how all departments work, specially quality which is the most valuable thing for
company.

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

5