Subject: Trainer Candidate - Sonal Kum
From: Sonal Kum <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 10 Aug 2022 03:42:19 -0400

Tech Support
Test

Name

Sonal
Kum

E-mail

[email-masked]

Phone Number

(+91) 6375834985

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)

Delhi

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

Spinny

Quality analyst

On notice

34400

Previous Employer 1

Digitech

Quality analyst

December 21

25500

Previous Employer 2

Aegis

Quality analyst

November
20

19000

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

15Days

Please briefly
describe your work experience specifically in Quality?

I have
3.8 years of experience in Quality Domaine that includes lot of responsibilities
like processes improvement, call Quality improvement, Team management, soft
skills improvement, call calibration, call listening session, daily audits and
feedback, BQM, RCA and more

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

One of my agent is performing well in Productivity ( sales
numbers) but poor in call quality as well as he is relative of Vice president so
his attitude is always like I will do what I want to do, for him I was taken
multiple 1x1 session to realise him importance of quality and now he is working
as Quality Analyst in same organization.

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

Good
customer service means we are up to the customer expectation but great customer
service is we are working for customer delight that means beyond customer
expectation.

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

Ownership, representation, confidence and knowing
importance of Quality in personal as well as professional life

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

4