Subject: Trainer Candidate - Sourav Saha
From: Sourav Saha <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 8 Aug 2022 11:23:37 -0400

Tech Support
Test

Name

Sourav
Saha

E-mail

[email-masked]

Phone Number

(91) 9163868362

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 using other transport like
Rickshaw

Where do you currently live (area)

kolkata

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

WiproLtd

QA

26 aug

20000

Previous Employer 1

Adhan pVt ltd

associate

29 oct

12000

Previous Employer 2

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

20 days

Please briefly
describe your work experience specifically in Quality?

● Develop and execute test plans and provide updates on time
to ensure that all objectives are met as per clients need.

● Assessing Agents functionality, reliability, performance, and quality of the
service.

● Identifying the defects within the business and finding the root cause.

● Recommend, implement, and monitor preventative and corrective actions to
ensure that quality assurance standards are achieved. Work on a continuous
process of evaluating and identifying key behavior that drives sale and improve
customer experiences.

● Compile and analyze statistical data on Excel.

● Draft quality assurance policies and procedures.

● Investigate customer complaints and find where the Agent or Business is
lagging behind. Auditing and solving client Escalations.

● Calibrating the cases internally with the team to ensure minimum difference
in the ratings.

● Preparing audit dash boards & reports on Excel, PowerPoint.

● Conduct call and chat audits as per guidelines of the business.

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 delay in making some major decisions affects the project
timeline. The most common dilemma arises regarding questions like when should
this task be implemented in the project life cycle, Is the new task time
consuming, or is it necessary to do a major functional change just a week before
release.

addtionally , there was a dilemma within team members regarding internal
calibration variances.Dilemma turned into a altercation after a while, to be a
manger , my main purpose was to make the people calm and collaborate with each
other after hearing all members opinions and at the end came into a colclusion
that all agreed with.

The best way out is to work as a dedicated team. Discuss the risk among the team
members and make a relevant decision.So talking out things and discussing in
calm manner can resolve any problems or get through difficult
situation.

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

Good
customer service is what we get what we expect when things are optimal.
Politeness, speed, and accuracy are key components.

Exceptional customer service is when we get what we do not expect. Beyond what
is required, surprising in a good way, thoughtful to the max, more caring than
just competent, and focused solely on making your experience unexpected.

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

My skill set is a perfect match for the job
requirements. In particular, my Analysis , Attention to details and handing
escalation etc all these skills and experiences make me an ideal candidate for
the position. For example, at my last job, I have been one of the top
contributor interms of making the best possible improvements to the business and
help the team team of five employees excel, and we had the top record of our
company branch

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

5