Subject: Trainer Candidate - Poonam Singh
From: Poonam Singh <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 9 Aug 2022 07:01:27 -0400

Tech Support
Test

Name

Poonam
Singh

E-mail

[email-masked]

Phone Number

(+91) 8336808687

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)

Kanpur

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

Accenture

Senior quality analyst

Octo 10

35000

Previous
Employer 1

Tcs

Process associate

13 July 2017

22000

Previous Employer 2

Wipro

Senior associate

Decm 16

15000

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

One month

Please briefly
describe your work experience specifically in Quality?

Current
organization that I am a part of, the leadership team we always make changes in
an effort to improve the quality of the service we provided, but it didn’t
seem like the changes stuck around for very long. There was no follow up and the
employees would just revert back to doing things how they originally were. My
suggestion was to implement a change binder to keep track of these plans, which
would make it easy to check on which ones worked and which didn’t, and help
ensure the changes were implemented each week. With the binder, the results were
clearer, and the more successful adjustments became standard policy that all
employees followed.

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 my previous job, I had to take over a troubled tasks from a
colleague who had quit. In my first meeting with the customer, he walked into
the room yelling. He was angry about the problems we hadn’t solved yet. I
didn’t interrupt him. I made notes of the issues he raised. When he finished,
I told him I was going to address all complaints.

As I asked him questions about each issue, he started to calm down while giving
me more information. I went over the specific actions I was planning to take and
got our top specialists working on the issues. I made sure to frequently update
the customer on my progress. He eventually apologized for his behavior. It took
us one week to solve all problems, but I was able to gain his trust back in our
company.

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

Good
customer service reps will get the problem solved eventually. Great customer
service reps will get it solved immediately, doing everything they can to remedy
the problem at hand

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

I am very passionate about my
work and ensure time delivery of the tasks, while maintaining high quality
standards. People consider me as a good leader and I have great relationships
with everyone in the business, be it my subordinates, mentors, vendors or senior
management.

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

5