Subject: Trainer Candidate - Iltaf Hussain
From: Iltaf Hussain <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 29 Jul 2022 23:22:19 -0400

Tech Support
Test

Name

Iltaf
Hussain

E-mail

[email-masked]

Phone Number

(+91) 8527323527

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

Teleperformance

Senior Quality analyst

5th Aug

28k

Previous Employer 1

Na

Previous
Employer 2

Na

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

Immediately

Please briefly
describe your work experience specifically in Quality?

I have
2.5yr experience in Quality. My job profile includes monitoring and giving
feedback to the teams, to prepare different

reports and dashboards to present the process performance, to conduct the
calibration with

operation and training so that everybody is on same page. It also includes
conducting

briefing with the operation teams to give process updates or any changes in the
process. I

also take quality session on the repeated errors/opportunities identified during
the audits of

the transaction. Apart from all this, we need to identify the gaps and implement
the process

improvement ideas which can help in enhancing customer experience. I also coach
and

mentor new team members, conduct dip check to gauge the process knowledge of the
team.

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

I had a very difficult situation where the company I was
working for was having financial problems. Because of that, I had to fire one
person from my team. I chose the team member we had hired most recently. She had
great potential, but she still needed guidance to do her job.

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

Good customer service reps will
get the problem solved eventually.

Great customer service reps will get it solved immediately, doing everything
they can to remedy the problem at hand.

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

I'm
confident that I can bring this type of success to this position. I am confident
that I am a good fit for this position for several reasons, but most
specifically because of my dedication to going above and beyond in a job. I am
committed to learning any new skills on my own to succeed in this
role.

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

4