Subject: Trainer Candidate - Md Rafi Alam
From: Md Rafi Alam <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 10 Aug 2022 03:03:40 -0400

Tech Support
Test

Name

Md Rafi
Alam

E-mail

[email-masked]

Phone Number

(91) 8700128071

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)

Okhla, Abul fazal enclave ,
jamia Nagar

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

Mattsenkumar pvt ltd

QC

31 Aug

26 k

Previous
Employer 1

Genpact

Backend

30 April

18 k

Previous Employer 2

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

15 days

Please briefly
describe your work experience specifically in Quality?

I do
audit the call like inbound and outbound, provide feedback and coaching to the
associate, call calibration, preparing QA report and PKT, provide training if
needed , work with check sheet and pareto tools.

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

Once in the past where i faced difficulties from on of my team
member who was failed to take call in the whole day. He was frustated for taking
too much call in the early shif and refuse to take more calls, on that time i
had to take help my senior and he did lota of defect in the particular call I
checked while audited of his call. He was looked as irritating person and does
not want to take call. After convencing from the manager he agreed fot taking
calls.

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

If we are
providing correct resolution to the customer on time that is called good
customer service, but if we provide accurate information with satisfactory
resolution to the customer where customer wants to give rating, that is great
customer service.

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

I am not a 100 percent
perfect and I can say no body can say he or she 100 percent perfect, but i can
see my self better  for this position because I am used to of this profile, I
have good experience about customer service field. And you need a person who
know very well of such position where he has to work.

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

3