Subject: Trainer Candidate - Maher Hamdan
From: Maher Hamdan <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 25 Nov 2022 06:29:35 -0500

Tech Support
Test

Name

Maher
Hamdan

E-mail

[email-masked]

Phone Number

(+91) 9108509391

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)

Bengaluru

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

Gleeds Consulting

L&D Consultant
(freelance)

NA

NA

Previous Employer 1

HealthifyMe
Wellness

L&D Specialist

4/2022

100000

Previous Employer 2

Symphony Summit AI

L&D Consultant
(freelance)

NA

NA

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

1 week

Please briefly
describe your work experience specifically in Quality?

(a)
Trained the coaches on Consultation Skills, (b) coached their SMEs & QAs on
effective auditing and

feedback, and (c) developed content for spoken and writing skills.

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

I don't have managerial experience.

However, during my calibration sessions with QA, I advised the following:

1- To understand account for the difference of opinion between auditors while
analysing performance.

2- Therefore, to know that grey areas are areas of recommendations only while
clear-cut areas are areas of improvement to be recorded in the audit sheet.

3- To start the feedback sessions by having the agents listen to their own calls
first. This way, they can arrive at their own conclusions. This is a more
powerful source of feedback than the QA's/SME's.

4- The feedback session is best to be held as a conversation (two-way) and not
just as an exercise in giving instructions.

(there are a few more that can be discussed at a later stage)

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

Good customer service happens
when you get good at your job but you've still objectified your customer.

Great customer service can sometimes be achieved by sweetness, exuberance, or
sincerity - depending on the value (personality type) of your
customer.

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

The ability to make the process manager's
life easier by addressing pain areas in the soft skills of the
team.

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

5