Subject: Trainer Candidate - Rahul Sharma
From: Rahul Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 5 Aug 2022 06:21:49 -0400

Tech Support
Test

Name

Rahul
Sharma

E-mail

[email-masked]

Phone Number

(+91) 9997994426

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 have my own 2/4 wheeler transport

Where
do you currently live (area)

Sector 10 A

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

Quinte Financial Technologies

QA

NA

27208

Previous
Employer 1

MattsenKumar LLC

QA SME

13 Jan 2022

23154

Previous Employer 2

Reliance Communications

CRE

Sept 2019

15468

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

45 days

Please briefly describe your work experience specifically in
Quality?

I am currently working as Quality Analyst and
audit calls, chats & Email for US based client. I also do weekly refresher
for opportunities observed to diminish the gap and reduce the number errors.
Montly calibration is also done with client. Dip check and training is done as
per requirements of process

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

There was time when I handled a new project and people hired
for that process were also new and client was very active and keen to get that
up running. So, reduce the number errors happening I used take pre and post
shift refresher of each attributes in which number of errors were high. I
increased the number of audits to reduce error. I used check sheet and pareto
chart to get hands on people creating most mistakes and delivered a good
business to client.

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

Good customer service is basically just answering the needs of
customer but great customer is providing the knowledge of things for things
which customer has not asked. If i have problem with card and agent resolves ot
that is good customer service. On other hand if agent resolves my problem and
let me know how to avoid these problems in upcoming future so that will be great
experience for me being a customer.

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

I'm a
quick learner and keeps myself by attaining the knowledge of process first.
Inset high standards for myself first and then for people after setting an
example.

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

4