Subject: Re: Trainer Candidate - Monis Ansari
From: Aishwarya Jaiswal <[email-masked]>
To: Deeksha Dadu <[email-masked]>
Date: Tue, 9 Aug 2022 06:52:22 -0700 (MST)

good comm skills, sound smart,staying in Varanasi,will relocate,notice period-3months,(negotiable),salary-25k,expecting-6lpa 

From: "Deeksha Dadu" <[email-masked]> 
To: "Aishwarya Jaiswal" <[email-masked]> 
Sent: Tuesday, August 9, 2022 5:12:45 PM 
Subject: Fw: Trainer Candidate - Monis Ansari 

interview 

From: Monis Ansari <[email-masked]> 
Sent: Friday, July 22, 2022 9:41 PM 
To: Saurabh Dadu <[email-masked]>; [email-masked] <[email-masked]>; Deeksha Dadu <[email-masked]>; Ashish Dabral <[email-masked]>; [email-masked] <[email-masked]> 
Subject: Trainer Candidate - Monis Ansari 

	

	
			Tech Support Test 
		
	Name 	Monis Ansari 
	E-mail 	[email-masked] 
	Phone Number 	(+91) 7860097786 
	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) 	Varanasi, Uttar Pradesh 
	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 	Tata Consuiltancy Services 	Information Processing Specialist 	3 Months Notice Period 	25727 
Previous Employer 1 	NA 	NA 	NA 	NA 
Previous Employer 2 	NA 	NA 	NA 	NA 
	If Selected, how much time do you need to join? 	3 Months 
	Please briefly describe your work experience specifically in Quality? 	▪ Managing a team of 20 Associates as an Operations Lead. 
▪ Voice\Non-Voice L1 Technical Helpdesk /Service Desk L1 Support Ops through four channels Voice/Tickets/Emails/Chatbot. 
▪ Escalations Management (Client/Customer): Handling all escalation in coordination with the respective team and ensuring quick and proper resolution. Also carrying out RCA and feedback sessions to fill the knowledge gap. 
▪ Setting up Helpdesk Operations Project at VNS Location: Supported in all the activities including project setup with respective teams (Network/Voice/Admin), finalizing SOPs keeping in line with business requirement/RFP. 
▪ Setting/Implementing 24*7 Business Operation: Successfully Setup 24*7 Business Operations within 72 Hours as per business requirement. 
▪ Client Management: Managing all the client’s requirement from Business and also having Weekly Review with Client discussions-Performance/Process Improvement etc. 
▪ Process Trainer: Training all the new resources with the process knowledge, have also carried out remote training during the lockdown. Conducting refreshers training as and when required for all the associates. 
▪ Quality Analyst: Carrying frequent audits ensuring all the quality parameters are met along with feedback session. 
▪ Business/Process Analyst: Have carried out multiple analysis as per Client Requirements/Challenges faced by business/Process Improvement/Productivity Enhancement. Based on the analysis have suggested solution and taken up for implementation. 
▪ Other Activities - MIS, Vendor Management, etc. 
▪ Service Desk (L1 Support): Ensuring IMs and SDs are acknowledged and addressed as per the defined SLA’s. L1 resolving the IM’s and SD’s are per the knowledge data base available and forwarding ahead if any other teams intervention required. 
▪ WFH Sol./Implementation: Have successfully implemented WFH Sol. ensuring the continuity of the business (lockdown). 
▪ Remotely managing 3 associates at Client Loc. 
▪ Project Tech/App. Testing SPOC from Ops. 
	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 	To answer the above question will share a personal experience. 
I was setting up a Government Division Project as per all Quality Standards to the corporate. 

The existing team (corporate) operating in Client Location (Government Office) had adopted their culture and would respond the customers in the similar manner at times being rude, straight forward, inappropriate comments. 

In order to align the operations, it is pretty much required to ensure quality output is provided. 
The customers want someone to at least listen to their problems even thought that agent might not be able to provide the resolution but due to proper acknowledgement, showing sympathy and empathy and following all the parameters of Soft Skill, the customer builds his/her confidence in the words to the agent. The customer might not be happy with the service of the division but should be happy with our customer service. 

I was a very challenging situation to train the agents and make them use to Quality Standards and ensure the Quality output is provided to the customer. 

	What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) 	Good Customer Service: When you eventually solve the problem of the customer keeping in line with the quality standards and the SOP. 

Great Customer Service: A great customer service is when you go extra mile to support the customer. Ensuring what the customer even you might have to go out of the way keeping in line with rules. 

Eg. - Was working for a Voice Process (English/Hindi) in my initial phase, received a call from a customer who was not able to speak either of the language. The person was a old man and trying to track the details with a unique id. Somehow or the other took the id and tried to explain the same in the best way possible using single word though took a hit on the ATH Target. 

	What according to you makes you a good candidate for this position? 	
I'm confident i would be able to add value to this role. Seeing that i have the Skill Set required for this Job. 

Have been working the Customer Success/Customer Domain providing quality output to the customer not just as an associate but also as a lead. 

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