Subject: Trainer Candidate - Mugesh Kumar S
From: Mugesh Kumar S <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 11 Aug 2022 11:06:15 -0400

Tech Support
Test

Name

Mugesh
Kumar S

E-mail

[email-masked]

Phone Number

(+91) 9600608459

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)

Coimbatore

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

Personiv, Coimbatore

Process Trainer

Currently
working

20000

Previous Employer 1

Previous
Employer 2

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

30 Days

Please briefly
describe your work experience specifically in Quality?

I have
6years of experience in personiv Coimbatore.  And my current position is worked
as a process Trainer. My main role is to evaluate training needs and current
practices and then develop and deliver a training development plan. This plan
will include tutorials, materials, instructions, and training materials such as
guides and modules. Other roles include developing training schedules,
developing training strategies, reviewing employee learning and performance, and
directing training.

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

While working as a quality analyst in my current company, I
have received a mail from my client side regarding live files and that file has
a single day of deadline. The are around 1500 files recieved from that mail and
needs to be complete in a day. I accepted more than I could handle. While I
tried my best to meet all the deadlines, it wasn't possible to submit them all
without sacrificing quality. I was very transparent with my supervisor and told
them what had happened. They reassigned some of the work to available team
members. I learned to not take on more than what I can handle and to prioritize
quality when submitting the files.

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

Good customer service is, need to take the customer
complaint as our new opportunity.

Great customer service is minimize the customer's perceived risk and see
customer complaints as opportunities.

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

My six
years of customer service experience and managing the team, it will help me to
know the customers expectations and team management. I personally trained 30 new
user's of last two years and would enjoy helping grow teams. I have the valuable
insights of the business which can be helpful for the company.

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

3