Subject: Trainer Candidate - Priya Singh
From: Priya Singh <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 2 Aug 2022 07:45:47 -0400

Tech Support
Test

Name

Priya
Singh

E-mail

[email-masked]

Phone Number

(91) 09304805166

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 only using Metro

Where
do you currently live (area)

New Delhi

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

Previous Employer 1

Startek

Quality Analyst

3 Feb
2022

25000

Previous Employer 2

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

1

Please briefly describe your work
experience specifically in Quality?

Total experience as Quality
Analyst is 1 year.

Here are five essentials task as a Quality Analyst.

Call Monitoring and call evaluation.

Training and coaching feedback.

Reporting is the prime responsibility of a QA team. As a QA you are often asked
to prepare multiple reports and analysis based on the audits performed by your
team or any other available data.

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’ve had many difficult tasks throughout my career and
realize they were some of the most impactful because they allowed for rapid
growth.

One difficult responsibility I was challenged with was Startek.

This was about 1 year ago. Someone on my team had upset an important client and
we were at risk of losing about one million dollars worth of business if this
client decided to leave. I was responsible for figuring out how to resolve the
situation and keep them in our portfolio.

I knew I needed to act quickly. After hearing about what happened from my team
member, I called the client and acknowledged how frustrated they were with the
situation. I maintained a collaborative, calm tone, and let me vent to myself
about the situation.

I took full blame for the problem and reiterated how it negatively impacted
them.

I then shifted the conversation to the future rather than focusing on the past.
I made a few suggestions on how I could make up for the problems caused and even
offered to give them a refund for the current month and the future month, as a
sign of our commitment to improving things moving forward.

We ultimately found a way to fix the immediate problem and devised a plan to
prevent this from happening again.

The client ended up feeling like they could trust us, and we were able to
strengthen our relationship. It’s been one year since that happened and
they’re still a client with Startek.

That experience taught me the importance of going above and beyond for clients
and being comfortable admitting when a mistake was made.

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

Good customer service means
meeting expectations, but excellent customer service means exceeding them.
Explanation: Customer service differs from customer experience in that customer
experience encompasses the entire customer journey, including customer
service

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 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