Subject: Trainer Candidate - Nitin kashyap
From: Nitin kashyap <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 26 Aug 2022 04:46:11 -0400

Tech Support
Test

Name

Nitin
kashyap

E-mail

[email-masked]

Phone Number

(91) 9560208271

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)

New 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

Doubtnut

Quality analyst

01/06/2022

30k

Previous Employer 1

Globiva

Quality analyst

31/03/2020

24k

Previous Employer 2

Teleperformance

Agent

30/06/2019

19k

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

within week

Please briefly describe your work experience specifically in
Quality?

Daily audit the call and also give the real time
feedback of these calls and end of month I published the report like TNI, MTD
Fatal score, Agent wise CQ score TL-wise, SM-wise, In the beginning of the month
2/3 days I conduct the session according to TNI, call calibration mid of the
months also take the quality session when new batches comes in
company.

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

1. sometimes when new batched comes after training when they
logged in system their CQ score is down also they give fatal calls its impact
business CQ score.

Solution: 1 I conduct the session with them where they are lacking.

2. Motivate them.

3. Audit the real time calls and share real time feedback how you can improve it
how it can be better.

result comes positive performance get improve by them.

2. When sales not close on D-0 and agent is unable to do sales the course.

solution:- I audit the and find the lacking area where agent is unable to handle
the customer also non convertible into sales. I shared real time feedback.

I talk with agent to do need analysis part on call which is very important for
the agent its help to identified the customer need what product he wants and
also talk about the application experience how its useful for them.

sometimes agent not focus on quality they concentrate only sales amount and they
share wrong information and sales wrong course to customer and customer raise
the complaint against the agent.

I check that complaint and audit the call I share feedback to agent presence
with TL and SM as well also send mail for it and 7 days I work only those agent
who share the wrong information also in morning daily I talk about the CQ score
and lacking parameters which they missed in previous call.

Sometime agent not improve the CQ score they are on same CQ score previous 2/3
months.

I published the data for SM, TL, VP of the organization and next day I conduct
the quality session presence with TL and SM and give the verbal warning to then
if its will not improve then will take action according to company policies.

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

1. If
customer registered the complaint for any product which they purchased if we
give the solution next 2/3 working days its good customer service and we provide
real time solution on call or with hours or 1 days its great customer customer
service.

2. Real time solution we should provide to customer for his/her complaint or
queries.

3. show the empathy or sympathy when customer facing any problem when we call us
its show positive image.

4. Understand the customer queries or complaint and give the solution to
customer satisfaction.

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

1. Team work with
employees.

2. Good leadership.

3. Understand the business requirements or agents as well.

4. Motived person also motived to team mates.

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

3