Subject: Trainer Candidate - Mona Garg
From: Mona Garg <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 17 Aug 2022 02:39:25 -0400

Tech Support
Test

Name

Mona
Garg

E-mail

[email-masked]

Phone Number

(91) 8447496283

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 using other transport like
Rickshaw

Where do you currently live (area)

Gurgaon(dlf phase 3)

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

MakeMyTrip

Senior associate

Na

41100

Previous
Employer 1

Na

Previous Employer 2

Na

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

30 days

Please briefly
describe your work experience specifically in Quality?

Genuinely
I have worked for some time with RCA team. I have a huge experience for 6 years
in customer facing role. I think I am a good fit for this role.

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

Post sharing the feedback with the agents, they work on the
improvements and never repeat the same mistake further. However, the company
doesn’t say same mistake they want no mistakes. Post sharing 3 warnings or if
he violate the Zero tolerance policy then we have to fire the agent. This is the
most difficult situation for me as I work for the improvements.

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

Good is like you have resolved
the customer concern and he is happy but not Appreciated. Great is like you have
resolved in the way he is so happy to write a feedback for you.

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

I am working in customer service role for more than 6 years. I
know everything to make this better or handle this correctly.

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

4