Subject: Trainer Candidate - Namita Mehta
From: Namita Mehta <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 5 Aug 2022 03:13:00 -0400

Tech Support
Test

Name

Namita
Mehta

E-mail

[email-masked]

Phone Number

(+91) 9582264145

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)

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

NA

Previous Employer 1

Exl Services Pvt. Ltd

sr.
Executive

28/02/2022

40000

Previous Employer 2

Genpact

Process Delveloper

15/07/2017

35000

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

Immediate Joining

Please briefly describe your work experience specifically in
Quality?

I have worked in BPO industry for 15 years. 11
years in Genpact for GE Healthcare Process. 4 years with Exl Services Pvt. Ltd.
3 yrs in Operations and 1 year with quality. I was responsible for monitoring
Agent's calls, emails drafts, presenting new ideas for process improvement,
publishing reports to managers and Clients. Provided Feeback to Agents and
interdepartmental coordination got the training and development of the team
performance.

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

The most important challenge for the manager is to manage
coordination between the Client and Agents. I had to maintain a report to show
that the performance of the team members was as per the Clients expectation
within a given deadline. To build that report, a lot of data was required. To
get this data I had to coordinate between the team leaders and Agent. One of the
team was not responsive to the request for the required date. I had a
conversation with the team leader first to explain the situation and bring him
to the point where TL understood the client's expectations. I then had the
entire team meet and explained the seriousness of the situation to get the data.
There was a lot of opposition at first, however, with composure and
responsibility I answered all the questions from the team and they are then
ready to provide the data within the deadline.

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

Good Customer service is when the agent is able to
answer all the customer's questions and the customer is satisfied. Great
Customer service is when the agent is able to maintain a professional report
both for himself and the company along with answering custiomer's question and
the customer is happy to speak with the agent.

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

Good
Candidate is one who has the appropriate skills required to do the job along
with the confidence to handle any situation.

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

5