Subject: Trainer Candidate - Gaurav Gosain
From: Gaurav Gosain <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 2 Aug 2022 07:17:55 -0400

Tech Support
Test

Name

Gaurav
Gosain

E-mail

[email-masked]

Phone Number

(+911) 9716717966

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)

Raj Nagar extension
Ghaziabad

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

Manipal

manager training and Quality

31st July 2022

9
LPA

Previous Employer 1

Empower Pragati

manager
training and Quality

December 2020

6.5 LPA

Previous
Employer 2

Lancesoft/ NIIT technology

manager training and
Quality

March 2017

5.5 LPA

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

Immediate

Please briefly describe your work experience specifically in
Quality?

. Supervising the quality audits and dashboards
published by the quality team.

. Sharing the reports with the clients using 7 quality tools

. sharing the root cause and control methodologies with operations for sales
improvements

. Initiating and completing six sigma projects as per business and process
requirements.

. Publishing multiple reports like ACPT with 5y , Cause and effect, TNA , TNI
and TNE.

. Use DMAIC and DMAD V approach for new projects and existing projects

. Check with quality performance and improve the same using evaluation
methodologies

. conducting Six sigma and TTT trainings

. Conducting Focus sessions with Managers.

. Taking interviews of Quality and training.

.Conducting MBRs and YBRs.

. Getting multiple sessions conducted like Calibration , refreshers and focus
group sessions.

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

When i was working with Wipro, I had been told to setup the
quality department for a new process named Telstra in Pune.

That was the most challanging and best learning expirience i have ever had.

I had to create the SOPs and Formats. Imparting downloads to subordinates.
Aligning the complete team as per size of the employees.

We started from scratch and took the process from 50 to 400 seater.

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

We can levelup our customer
service from good to great when we :

.Empathize and Personalise

.Use service no

.Followup when required and try for FTR

. Bring WOW experience and go extra miles

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

I am a Master TTT certified, agile scrum
certified, Six Sigma Green belt certified, MS office certified, Lean certified,
NABH certified leader and trainer.

The knowledge and skills i have will help organisation to achieve its
goals

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

5