Subject: Trainer Candidate - Prateek Sumeer
From: Prateek Sumeer <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 4 Aug 2022 01:49:18 -0400

Tech Support
Test

Name

Prateek
Sumeer

E-mail

[email-masked]

Phone Number

(011) 9711807240

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 live walking distance to office

Where
do you currently live (area)

Molarband Extn.

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

Health EC

Technical Advisor

31/03/2022

45000

Previous Employer 1

HCL

Senior Analyst

01/10/2019

32500

Previous Employer 2

Nextech

Technical Support

01/07/2017

32000

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

Immediate

Please briefly describe your work experience specifically in
Quality?

I have worked as a Senior Analyst and Tech
Advisor in Support function for both Quality Audit and Training.

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 a senior analyst (quality and training), I was expected to
deliver 95% target in terms of quality and performance. A quality auditor and
trainer face similar difficulties in support functions as they have huge
responsibilities. As a trainer we need to ensure that the knowledge transfer is
accurate and upto the mark, so that agents can perform well. We need to ensure
that their communication skills improve with time and they can give their best
at work. Supporting them from day 1 till their OJT and live.

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

Good Customer Service: User is
treated in normal fashion to meet the expectations.

Great Customer Service: User is treated in a delightful manner to exceed the
expectations

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

Someone who is well versed with the training
mechanism and have good amount of patience. A trainer needs to be flexible as
per the needs of batch. He should treat everyone with respect and allow everyone
to make their contribution.

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

5