Subject: Trainer Candidate - Richa Kumari
From: Richa Kumari <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 13 Aug 2022 03:28:17 -0400

Tech Support
Test

Name

Richa
Kumari

E-mail

[email-masked]

Phone Number

(+91) 8054768906

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)

Ghaziabad

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

Tech Mahindra

Senior Quality Analyst

30
June 2022

25600

Previous Employer 1

Black Buddy Creations

Accountant
Executive

November 2018

18000

Previous Employer 2

NA

NA

NA

NA

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

Instant

Please briefly
describe your work experience specifically in Quality?

• Auditing transactions (Voice and Email)

• NVA study to support operations team

• Quality sessionsto improve performance

• Prepare reports as perrequirement

(Compliance/Non-compliance)

• Governance audits

• Calibrations (Internal/External)

• RCA

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

There was a agen in my team who is struggling with process
knowledge post 6 months and getting continuous fatal and scoring low. When I got
the team, first thing I do was prepared a RAG and BQ and categories the team and
then start investing on team accordingly. I realize that agent is lacking in
navigation and we have a book (Yoda) where every thing related to process is
documented. So I help him with navigation and then the agent start working and
scoring good.

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

A good
service is when you help customer with what customer is asking for but a great
customer service is when you help with what customer asking for with the orher
alternatives which is beneficial for customer.

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

Having
customer handling experience and promoted as Senior Quality Analyst in the same
process. Aware of people handling and a good team player. Like to communicate
and coordinate in any scenario to tackle the problem and avoid
misunderstanding.

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

4