Subject: Trainer Candidate - Ritika Vanwani
From: Ritika Vanwani <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 5 Aug 2022 03:27:01 -0400

Tech Support
Test

Name

Ritika
Vanwani

E-mail

[email-masked]

Phone Number

(91) 8587899001

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)

Rohini

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

Livspace

Quality support

25th April,2022

39000

Previous Employer 1

Sitel pvt ltd

Quality
Assurance professional

30th Nov,2021

29,200

Previous Employer 2

Together's academy

Private tutor
freelancer

21July 2019

16000

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

Immediately

Please briefly describe your work experience specifically in
Quality?

It's been 2.5 years I have been assosicated to
the quality domain. Worked with brilliant minds to setup the quality foundations
,empowering the operations team and departments ( Sales, Customer service,
Business Support ,Marketing and special projects) by providing them timely
actionable insights by utilizing the evaluations and data driven
recommendations.

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

Once we were working with a pilot process and the need to of
the hour at that given point was to establish the quality standards for customer
as well as client satisfaction. We did not had any quality form nor any
knowledge base from where people can go and find the own solutions. We developed
our own quality form as the delay from client was observed. It was successfully
approved by client and management and we saw a 30% increase in customer
satisfactiom score that very week.

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

Good customer service is assisting the customer
with the query and great customer servicing is about creating the wow experience
for the customer by not only resolving the issue but also ensuring that customer
doesn't face this issue going forward and will remember the treatment given over
the call for lifetime. Extra mile is always good.

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

It’s
been almost 4.5 yrs since I began working and have worked with different
projects and in different roles but I’d say that my goal in five years is to
see significant growth in my skills One of my longer-term career goals is to be
involved in supporting the business and building a easy learning plan for the
people working on each level of the organisation but I know the first step is to
master the day-to-day work. So in the next five years, I look forward to
continuing to build my  skills, both in-person and through the virtual world
and continuing on my current career path as a support service role. I reviewed
your job posting and it seems like this position would offer some great
challenges and learning opportunities for someone who is willing to
learn.

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

4