Subject: Trainer Candidate - Nisha Dhyani
From: Nisha Dhyani <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 13 Aug 2022 01:29:12 -0400

Tech Support
Test

Name

Nisha
Dhyani

E-mail

[email-masked]

Phone Number

(91) 9999338683

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)

Chattarpur

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

Startek

Quality Analyst - Specialist

38k

Previous
Employer 1

Yes Bank

Quality Analyst

31 August 2021

30

Previous Employer 2

Aegis

Sr. Associate

21
September

19k

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

One month

Please briefly
describe your work experience specifically in Quality?

Monitoring calls(random, 3 & 7 day repeat, outbount
audits, short call, live calls, long calls) conducting feedback sessions, QA
session for NHB, Sharing TNI based on TCD, call calibration-Master calibrator,
publishing Dashboard bases on NWW audits as well as internal quality dashboard,
ACPT on repeat,feedback pendency coverage, RCA, responsible for tracking
performance of Agents, publishing Activity calender for the month, Dip check
activity, Sharing good calls and appreciations amongs the team, sharing product,
process gaps with client, and sharing improvement plans for the process with
ops.

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

I would not say that it's the most difficult situation as I
personally believe that difficult situation is only difficult till the time we
don't get solution to it and every prolem has a solution. When I was working
with yes bank i was responsible for the gurgaon contact center NPS which was 7
or less then that, I put all my efforts to gear it up but as I was the only QA
handling the entire gurgaon center and very new to the quality process that time
it was little difficult for me, but within the span of 6 months I bring it to 40
and maintained the NPS score till my last working day. Also got rewarded for the
same.

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

According
to me, good customer service is providing the correct and complete resolution to
the customer

And great customer services is to add proactive approach and providing
delightfull experience  which make customer to influence others, to use our
services.

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

I have the eye to details and zeal to find out
the gaps to improve the product and process, which is the main focus of any
oraganisation. Sucess is easy to get but maintaing the sucess is a task which
required continues efforts to improve.

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

4