Subject: Trainer Candidate - Diptyendu Naskar
From: Diptyendu Naskar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 11 Aug 2022 07:44:20 -0400

Tech Support
Test

Name

Diptyendu
Naskar

E-mail

[email-masked]

Phone Number

(+91) 9953882671

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)

Mehrauli, New
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

Concentrix daksh services india pvt ltd

Senior operations
representative

13 aug 2022

18000

Previous
Employer 1

Na

Na

Na

Na

Previous Employer 2

Na

Na

Na

Na

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

20 Aug 2022

Please briefly
describe your work experience specifically in Quality?

We have
to audit the contacts to check for quality error , non compliance, aht, and
other parameters and upload those audits in pulse tool , give one on one
feedbacks to associates , conducting WRM’s for the team to update about new
policies and quality parameters, publish daily reports for follow ups , making
improvement plan for the BQ’s

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

When i was serving as a temp quality analyst for my
organisation there was a colleague of mine who was in bq from last month , i
have to be constantly in touch with him to improve in the performance however he
put his resignation that same month and was not serious at all for the
performance and it was giving a hit to our whole team so i talked to him like an
hour daily so his morale can be boosted giving him tips so that performance did
not get hampered due to him , at last after giving daily feedbacks and talking
daily for an hour we came to  good terms  and afterwards  he revoked his
resignation as well and now became top of the quadrille and had the top stacks
in our organisation . So basically i had a lot of trouble in my tenure of this
role however i overcame those by connecting with my teammates and performance
got boosted due to that .

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

Good customer service - providing the resolution as per the
customers query as fast as can be done .

Great customer service- when good customer service includes , emphathy ,
acknowledgement, taking ownership and getting connected with our customers  .

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

I worked as a associate as well as a quality
analyst for my last organisation so i know both the view points and how it
matters to an organisation and how it can be used so organisation can gets more
benefits

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

5