Subject: Trainer Candidate - sampurna Jena
From: sampurna Jena <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 18 Aug 2022 18:28:20 -0400

Tech Support
Test

Name

sampurna
Jena

E-mail

[email-masked]

Phone Number

(91) 9046975733

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)

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

Teleperformance

Quality Analyst

34000

Previous Employer 1

Previous
Employer 2

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

15 days

Please briefly
describe your work experience specifically in Quality?

I am
working with teleperformance in Adobe process

I am auditing chats and calls and am responsible for all the feedback sessions
both internal and external. I am handling Adobe SMB the entire queue and am
responsible for weekly calibration, training intervention, nesting intervention
and new hires coaching

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

It was my first day as a Quality Analyst and my manager handed
me a CQM which was escalated by the client wherein the customer complained that
manipulated the survey script.. I handled it single handedly and published the
entire synopsis of the situation with an hour along with presiding the meeting
where the agent was documented

No one was ready to believe that it was my first day as a Quality Analyst

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

Good
customer experience is one where the customer came for a query and the issue was
resolved by the associate whereas a great customer experience is one wherein the
customer came for one issue which was resolved and he also got to learn about
additional benefits and some links of articles which would also help him in the
future.. he went back smiling

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

I have always been a
leader

. since the day I joined Teleperformance I was awarded employee of the month
several times

People look up to me for guidance and coaching because they say that I am
really good at giving feedbacks and handling adverse situations

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

5