Subject: Trainer Candidate - Gaurav Gaurav
From: Gaurav Gaurav <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 7 Aug 2022 01:37:42 -0400

Tech Support
Test

Name

Gaurav
Gaurav

E-mail

[email-masked]

Phone Number

(91) 8090620602

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

Zomato media private limited

Senior quality analyst

2
September

48 K

Previous Employer 1

Concentrix

Associate

July
2017

Previous Employer 2

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

0 Days

Please briefly
describe your work experience specifically in Quality?

Improved
in CSAT and performance of the process using 5Why.

Mentoring newly hired quality members.

Managing cost reduction.

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

In Zomato when we were about to launch the IPO we were dipping
in our CSAT and it was quality who need to take care of these things. We
introduced different projects for customer, associate, services and technology
which should be driven hand in hand to achieve the goal. We scrubbed data and
introduce R&R to motivate everyone, re-training was being done for the cases
where it was difficult to reach the CSAT score, new policy were introduced and
explained to each and everyone within short span, were taking sessions to make
sure everyone is motivated till the end.

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

Good service are only meant to fullfill the needs
that customer needed or there requirement is fulfilled and no any complimentary
services are provided.

Great can be defined as services where one has done beyond the requirements like
as in we can say welcome drinks in hotel or restaurant. The service are not
essential but they will surely delight the customers.

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

I have
the ability to manage the work timely, hard worker and keep motivating my team
to do better and better.

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

4