Subject: Trainer Candidate - Amritesh Gupta
From: Amritesh Gupta <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 30 Jul 2022 06:41:45 -0400

Tech Support
Test

Name

Amritesh
Gupta

E-mail

[email-masked]

Phone Number

(+91) 8896126384

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 using other transport like
Rickshaw

Where do you currently live (area)

Noida 18

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

Treebo Hotels

Quality Analyst

30 Days

39000

Previous
Employer 1

Value For Money Outsourcing

Consultant - Data and
Quality

May 2020

2600

Previous Employer 2

OSgrip Technology

Associate
Engineering

September 2017

20000

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

30 Days

Please briefly
describe your work experience specifically in Quality?

1. Worked
with upper management to ensure appropriate

changes were made to improve customer satisfaction.

2. Monitored calls, recorded live or side-by-side while

communicating feedback.

3. Encouraged good practices and discouraged bad ones.

4. Identified calls failing to meet predefined standards also

found the defects.

5. Implemented agent coaching initiatives and training.

6. Understood the priority of organization and evaluated call

behavior for regulatory compliance cross selling and adhere

to policy.

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

As we are working from home, we were continuously facing
issues, regarding power failure on representative's place.

These issues were happening on repeated manner, we identified this and
introduced new culture of providing UPS for router.

which helped us to improve our bandwidth

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

The major difference which turns good service into
great service is, accuracy of the resolution (Time taken in assisting guest+
Probing least amount of information)

Soft skills and empathy also plays very important role.

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

I have an ample amount of experience in diverse range of
field.

I was handling Sales, support, GE, churn, ORM all 5 Teams combined at a time.

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

4