Subject: Trainer Candidate - Charu Jain
From: Charu Jain <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 3 Aug 2022 07:44:54 -0400

Tech Support
Test

Name

Charu
Jain

E-mail

[email-masked]

Phone Number

(+91) 9560343510

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

Concentrix

Sr. Quality Evaluator

Still working

29,000

Previous Employer 1

NA

NA

NA

NA

Previous
Employer 2

NA

NA

NA

NA

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

10 Days

Please briefly
describe your work experience specifically in Quality?

Its been
5+ years I am working at Concentrix. Currently, I am working as a Sr. Quality
Evaluator for Amazon.com process from last 2 years. I am responsible for
monitoring customer interactions and sharing feedback with the CSA, training and
coaching sessions, BQ management, conducting dipcheks, compliance monitoring,
and participating in calibration.

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

I am handling a team of 25 people along with this, I and one
of my coworker are responsible for the Random audits for the entire floor. We
have to audit 5 transactions for every CSA in a week.

My coworker left unexpectedly and my supervisor asked the workforce for a
volunteer to complete the audits and I decided to step up and take the
responsibility. To be honest, I prefer to work under pressure and I saw this as
an opportunity to communicate with the entire floor.

I created a plan of action and completed all the audits  and shared feedback
with every CSA on time.

It was tough going but I put in the 'extra hours' work needed. My Supervisor was
thrilled with my work ethics and effort and he thanked me for my commitment and
dedication.

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

According
to me, Good customer service is what we get what we expect when things are
optimal. Politeness, speed, and accuracy are important components.

Great customer service is when we get what we do not expect. Beyond what is
required, surprising in a good way, thoughtful to the maximum, more caring than
just competent, and focused solely on making your experience unexpected. We put
ourself in customer shoes to resolve the query.

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

I have
the necessary skills and qualities for this position. I can work with little
supervision. I can broaden my customer service and quality evaluator experience
along with my creative problem solving skills.

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

5