Subject: Trainer Candidate - Deepti Verma
From: Deepti Verma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 2 Aug 2022 04:07:47 -0400

Tech Support
Test

Name

Deepti
Verma

E-mail

[email-masked]

Phone Number

(729) 7291078089

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

Avantive Solutions

QA

30 June' 22

30,000

Previous Employer 1

Tech Mahindra

Sr tech
Associate

Sep 2019- March 2021

28,000

Previous
Employer 2

Exl Noida

Sr customer care Executive

Dec 2016- May 2019

25,000

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

immediate join

Please briefly
describe your work experience specifically in Quality?

I have 14
months of Experience in Quality Audit for US sales process. Where I was auditing
15 agents per week and was handling Training and Coaching/Feedback, Drive
process improvements plans, conducting calibration with operations and training
team.

, Quality session and Generating daily , weekly & monthly Quality
Reports.

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

In the last organization that I was a part of, the leadership
team was always making changes in an effort to improve the quality of the
service we provided, but it didn’t seem like the changes stuck around for very
long. There was no follow up and the agents would just revert back to doing
things how they originally were. My suggestion was to implement a change binder
to keep track of these plans, which would make it easy to check on which ones
worked and which didn’t, and help ensure the changes were implemented each
week. With the binder, the results were clearer, and the more successful
adjustments became standard policy that all employees followed.

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

Good customer service is when
you order something and you get it as per the expectations. Great customer
service is when it exceeds beyond expectations. Great customer service means
following best practices like valuing customers' time, having a pleasant
attitude, and providing knowledge and resourceful resources, but that you also
take things a step further to exceed rather than just meet expectations. A happy
customer will return often and is likely to spend more with the company and stay
loyal.

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

I am confident that I am a good fit for this
position for several reasons, but most specifically because I am highly
motivated, result orientated individual. In my previous organisation I was able
to meet quality targets on monthly basis and sometimes surpassed while gaining
even better and effective means to improve process goals. I am confident that if
given the opportunity I could contribute my skills and experience for the
betterment of the organisation.

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

5