Subject: Fw: Trainer Candidate - Anshul Vaidya
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Sat, 13 Aug 2022 11:30:35 +0000

looks copied, do a quick interview
________________________________
From: Anshul Vaidya <[email-masked]>
Sent: Thursday, August 11, 2022 2:35 PM
To: Saurabh Dadu <[email-masked]>; [email-masked] <[email-masked]>; Deeksha Dadu <[email-masked]>; Ashish Dabral <[email-masked]>; Aishwarya Jaiswal <[email-masked]>
Subject: Trainer Candidate - Anshul Vaidya

[https://www.jotform.com/uploads/lsmindia/form_files/LSM%20Logo.5ec38b9aad59e5.76825569.png]

        [https://cdn.jotfor.ms/assets/img/logo2021/[email-masked]]    Tech Support Test

Name    Anshul Vaidya
E-mail  [email-masked]
Phone Number    (011) 26205092
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)      Govindpuri New Delhi 110019
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        Aegis BPO Gurgaon       Specialist Quality      Nov 11 2022     28792
Previous Employer 1     Tech Mahindra Noida     Senior Quality Analyst  JUNE 30 2018    24000
Previous Employer 2     Innovazion Research Pvt Ltd     Quality Analyst         Oct 4 2016      20000
If Selected, how much time do you need to join? Immediate joiner
Please briefly describe your work experience specifically in Quality?   Transactional Call Quality for voice chat and email based transactions
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    Agents are prone to mixing prior experience with call scripts as such pleasantries and sales script are shared by agents in services processes.
Use of generic verbiage leads to defects in call hygiene and as such it is difficult to share repeative feedback with agents on the concern and make agent realise and avoid this mistake
Quality tools such are RAG analysis, pareto analysis and control charts can help identify pattern however sometimes it is difficult to parameterise specific error observation towards TNI with training team and team leaders
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)   1. Understanding process details and identifying service difference is important part of BPO industry.
2. An agent should be able to recognize service difference basis which agent need to share process detail and status related to customer concern.
3. Agent need to explain process sympathetically and eliminate customer concern or raise a appropriate concern complaint and share a ticket number for future reference.
4. Process bias and individual bias can be determined routinely with ACPT analysis. One to one feedback may be shared with agents and further TNI need to developed for better process performance.
What according to you makes you a good candidate for this position?     5 years of experience in Transactional Call Quality domain
Six Sigma Green Belt and Six Sigma Black Belt professional
PG Diploma in Statistics credential
On a scale of 1 - 5 please rate your fluency in spoken English  4