Subject: Trainer Candidate - Ekta Dua
From: Ekta Dua <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 30 Jul 2022 05:31:08 -0400

Tech Support
Test

Name

Ekta
Dua

E-mail

[email-masked]

Phone Number

(91) 9999607473

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)

Indirapuram

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

Bt

Site director

29 may 2018

182000

Previous
Employer 1

Aptara

Sr project manager

31 jan 2008

125000

Previous Employer 2

Sitel

Asst vp

1 may 2005

102000

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

1 day

Please briefly
describe your work experience specifically in Quality?

Senior
customer service professional with over two decades of experience as an
Operations Lead with several fortune 500s like Sony ,Reuters , BT etc .

My last assignment was with BT wherein I was managing multiple vendors ,
multiple delivery teams across multiple geographic locations , thereby
implementing fast moving parallel releases for BAU and migration projects ;
development and end to end test being the key deliverables. Have assisted teams
throughout the SDLC phases which include requirement analysis , code design ,
development , UAT , roll out .

I am a PMP Bronze certified by BT and a six sigma yellow belt certified as
well.

Was also recommended as an external group auditor by BT after bagging multiple
ITGC First line assurance auditor awards in the year 2017 - 2018 .

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

Itgc was toughest phase of my career. Implementing procedures
and standard as per the sox and business expectations in an agile fast paced
environment for cloud saas releases with fixed team strength was extremely tough
but with the support of my team's , we made it happen. Teams are willing to do
and rather go extra miles once they see the long term benefits for them as well
as the company.  That's where a six sigma champion like me played a role .

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

Good
customer service is where customers will be happy and give you more business ,
great csat , nps etc.

Great customer service would mean to me your customer will go extra mile to make
sure that you as a company is recognised.

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

Experience

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

5