Subject: Trainer Candidate - Rashmi Prabha Pandey
From: Rashmi Prabha Pandey <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 18 Aug 2022 05:31:50 -0400

Tech Support
Test

Name

Rashmi
Prabha Pandey

E-mail

[email-masked]

Phone Number

(91) 8878153292

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)

Laxmi nagar delhi

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

Sysnet global Pvt Ltd

Quality analyst

22nd November,
2021

41200/-

Previous Employer 1

Hcl infosystem

System
engineer

3rd March, 2021

22300/-

Previous
Employer 2

Renovision Pvt ltd

It helpdesk

29th April,
2018

19000/-

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

Immediate

Please briefly describe your work experience specifically in
Quality?

I have 5 years of experience as a quality
analyst. Handle huge government projects. There are more then 10000 customer
care executive which is handled by me and team. We created whole quality team
setup in last project. Organised many tests and having experience in live test
calls, Call calibration, live bragging, many reports, QC tools.

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

In my project we are getting RTI from our customer due to
government projects. Once we get a escalation from customer but do not have
recoded calls because 100% recoding was not possible. So that situation was
difficult and to taking action against executive was more difficult because of
lacking of prove. Somehow I managed to collect all the previous escalated emails
and calls and get the actual faulty person behind the situation.

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

If customer is not returning
back for same issue it means your service is good but if customer is not getting
any issue it means your service is great. If we provide maximum resolution on
our IVR or website or may be in advertisement then we get less query and able to
handle properly and completely to our customer's issue.

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

I have 5
years of experience in same domain. Handle 2 big government projects. Handle
more then 1000 ccx. Managed all the fortnightly and monthly reports in my
company for quality. Organised many training and test for ccx and leads. Having
record of always increasing quality score and decreased complaint from customer.

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

4