Subject: Trainer Candidate - Shubham Srivastava
From: Shubham Srivastava <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 12 Aug 2022 02:07:03 -0400

Tech Support
Test

Name

Shubham
Srivastava

E-mail

[email-masked]

Phone Number

(+91) 7271009067

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 live walking distance to office

Where
do you currently live (area)

Lucknow

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

Institute for Industrial Development

Team Leader

30/11/2021

25000

Previous Employer 1

Previous
Employer 2

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

10 days

Please briefly
describe your work experience specifically in Quality?

My role
was to handle customer service department including customer complaints and
escalations. Also I need to check the AHT and call quality by doing audit checks
on daily basis of any random agent in my department and reporting it on weekly
and monthly basis to my senior.

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

The most difficult situation which I faced was when one of my
best agents feedback was given by customers in negative way so I closely audited
all his calls daily and after monitoring for a week I found that the customers
were not irate by him but they were angry by some other sales agent who sold
them a membership by giving false promises and now when those customers were
asking for those services to my agent he explains them politely that it is not
under company's policies so I made that agent clear that do not deny just say
that we are connecting your call to that agent who sold you the membership as he
know well what promises he has made and then the services will be delivered on
their mutual understanding which sorted most of the problem.

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

Good customer service is when
you order something and you get it as per the expectations whereas great
customer service is when it goes beyond customer's expectations.

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

As I have handled the most toughest customers of India by
providing best customer experience using minimal resources and also I know how
to manage the team and work cross-departmentally to solve all the issues and
create a friendly environment where the customer service agents could enjoy
their work and also listen to what my feedback is and work to make it more
better as when I am willing to listen their problems then only they will listen
and apply my guidance on their own.

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

4