Subject: Trainer Candidate - Pratik Jangam
From: Pratik Jangam <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 24 Aug 2022 09:43:28 -0400

| | Tech Support Test

Name | Pratik Jangam
E-mail | [email-masked]
Phone Number | (+91) 7057547123
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 have my own 2/4 wheeler transport
Where do you currently live (area) | Gurgaon

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 | Amazon | Business Operation Specialist | | 35800
Previous Employer 1 | Woodenstreet | Assistant Store manager | July | 27000
Previous Employer 2 | Ferns and Petals | Assistant Store Manager | January | 22000

If Selected, how much time do you need to join? | 30 days
Please briefly describe your work experience specifically in Quality? | Auditing the pre actioned cases . Visiting each check points to see if all the actions are aligned with the SOP . Highlighting the misses and action taken that would be correct . Making a note of misses that happened . Collating the data and arranging sessions to clear team doubts
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 | Quality is the key point that needs to be adhered in terms of maintaining the highest bars of good performance . Recurring errors of same sort would be a huge responsibility as that would be sign that there is a policy gap or lack of understanding due to which the errors are occurring. Recurring errors can hamper overall quality of the team . Deep diving these errors as to what is leading the miss would be the beginning of the improvement towards the quality. The errors can be collated and the common key factor could be found out through deep diving towards the errors and the policy. A thorough note can be made and these points can be highlighted in the quality sessions . Having regular process knowledge test can also help in better understanding of the similar errors and help the QA team work better upon the refresher sessions in order to deliver better results.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | A good customer service is when the said issue is resolved and both the associate and the customer are satisfied whereas a great customer service would be listening to the customer , being empathetic towards our customer , gaining the customer trust in such a manner that our customer would blindly rely on our services just to know a positive result is 100% assured.
What according to you makes you a good candidate for this position? | Having worked in many departments of sales and being in live interaction with our clients I feel that I hold better knowledge in customer handling , being empathetic towards the customers in order to deliver better results. Have the sense of critical thinking which can lead to many developments in required in any field , deep diving to find the basic errors , believe in customer obsession and moreover posses leadership qualities which can be beneficial to the company.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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