Subject: Trainer Candidate - Yogesh Sharma
From: Yogesh Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 23 Nov 2022 02:07:09 -0500

Tech Support
Test

Name

Yogesh
Sharma

E-mail

[email-masked]

Phone Number

(+91) 8467848487

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)

east delhi
(shahadra)

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

cogent e services

Group team
leader

29- nov

35k

Previous Employer 1

bpo
convergence

Team leader

23- july

26k

Previous Employer 2

ienergizer

Team
leader

13- fev

25k

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

I will join by 1 Dec

Please briefly
describe your work experience specifically in Quality?

I am
handling a team of 29 people, according to it my daily work is to keep eye on
the agents KPI as I am working in a chat and email process so I need to check
there hourly performance and I did ACPT of high AHT chats and D-sat audit for
Emails and chats as well.

Have you worked as a Quality Manager in
a Call Center/Customer Service/BPO Environment?

Yes

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

At my current job, as a Team leader Last month I face this
issue, there was a new hire who consistently taking wrong chats due to low
product knowledge. He was asked multiple times to inform all the required
information to the customer, but he still continued to lack all the resolution
to the customer and due to this issue that chat had to be redone by other agent.
I wondered if that new employee was getting clear information, so i took a
session for that batch and share all the product knowledge with the batch and I
asked them to take care for the future. I also asked other tenure teammates to
keep an eye on him so that there is no inpact on process. As a result, the
quality of that agent improved. I learned that it's really important to
listen and to clearly communicate expectations to get the desire
result.

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

1. Customer
came to us related any issue first we have to greet the customer and initiate
the chat with positivity and sound like you are eager to help the customer

2. When customer share his concern with ous so instead of rushing to apology
part first we have to repeat the concern which showes we are active on chat as
he get a human touch over the chat not with the bot

3. When customer share his concern after confirming his issue we need to
apologize for the inconvenience and took permission to the customer so that we
can check the concern as per the sop and help the customer.

4. Using a proper SOP for hold and for the resolution part is also consider as a
great customer service, it shows we are here to help the customer as per the
company policy.

5. Sometime customer is not happy with the resolution so on that point of time
we need to inform the customer that we are doing out best to help the customer
as sometime we can go out of the box to help the customer just for customer
satisfaction.

6. ownership is the key for the great customer service when he came to us with
the concern, so we have to take ownership over the chat so that customer feel
that he certainly get the complete and proper resolution over the
chat.

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

My background experience, as Team leader equipped
me with the relevant skill for this role. I am flexible for any shift and
related to my week off.

It's not just my background that makes me the ideal candidate, but also my
excellent management and leadership skill and my communication skill will help
us to grow together.

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

5