Subject: Trainer Candidate - Rajvinder Kaur
From: Rajvinder Kaur <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 7 Aug 2022 14:11:17 -0400

Tech Support
Test

Name

Rajvinder
Kaur

E-mail

[email-masked]

Phone Number

(+91) 9643783313

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)

Greater Noida sector
2

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

FIS

Assistant manager, Quality

NA

45000

Previous
Employer 1

Previous Employer 2

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

1 month

Please briefly
describe your work experience specifically in Quality?

Working
as an assistant manager in quality and leading a team of 30 people.

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

As we know that working in quality team is to keep the
standards maintained and we come across multiple escalations from clients for
operations. So, quality team works as a solution to the clients by handling
those escalations.

Recently, we got an escalation for operations where client was not satisfied
with few deliveries. The client raised the issue that the operation team was
making errors while processing and was not meeting the expectations of the
client.

Then, our team (QA) did study on the received escalation and prepared a new
strategy to perform audits as per the issues highlighted by the client. We
picked the raised issues as a theme and started doing additional checks on the
same.

Further, I planned multiple new activities for this client, which are mentioned
below :-

1. Real time feedback to operations and corrections on the cases if opportunity
received during audits.

2. Weekly quiz for associates on top themes

3. Suggested operations to align tenure associates for the client

Then, in 2 months we resolved the issue by following these practices and
delivered the required standards again.

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

Good customer service - Meeting the required
expectation. For ex:- achieving required threshold in quality.

Great customer service - Over achieving the expectation by giving scores above
threshold.

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

I have been handled multiple tasks along with the
team of 30 QAs and ensuring all tasks delivered on time and accurately. So, this
makes me a good candidate as I am experienced to handle BAUs along with
difficult situations.

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

4