Subject: Trainer Candidate - Ritika Mehta
From: Ritika Mehta <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 6 Oct 2022 05:03:27 -0400

| | Tech Support Test

Name | Ritika Mehta
E-mail | [email-masked]
Phone Number | (+91) 8448836380
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) | Ghaziabad

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 | NSB BPO solutions pvt ltd | QA | 8th August | 30000
Previous Employer 1 | Ienergizer | QA | Jan 2022 | 24700
Previous Employer 2 | Ienergizer | Sr.cSE | NA | 18000

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

Please briefly describe your work experience specifically in Quality?

Managed a team of 36 people from various backgrounds
Daily 25 calls audit and feedback session for the associates
Hygiene Audits
Morning and evening team huddle
Guide team on Quality parameters
Handle rebuttal session from client for ATA
Achievement of 3% variance in ATA
Planning internal calibration
Preparing and publishing Daily Quality Dashboard

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

If the management is too rigid and inflexible it will be difficult to improve when necessary. As a result, it may not guarantee the best results for the future.

Customer requirements and organizations are constantly evolving. Therefore, Quality Management Systems must evolve as well. They must be improved over time to remain consistent with the changing circumstances of your business. This will improve your performance and enable you to seize new opportunities.

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

Let's suppose your customers are experiencing a problem and are speaking directly with your team. In that case, they need to feel that you listen. They need to know customer service rep. will take care of the problem and fix it.

To offer great customer service experience, you need to have a solid customer experience strategy in place and clear processes for your team to follow. So every customer gets the same service quality.

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

A creative mindset
Ability to approach a problem creatively
Good communication skills both written and verbal
Ability to use logic

On a scale of 1 - 5 please rate your fluency in spoken English | 4

| |