Subject: Trainer Candidate - Sapna verma
From: Sapna verma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 29 Nov 2022 05:53:21 -0500

| | Tech Support Test

Name | Sapna verma
E-mail | [email-masked]
Phone Number | (00) 6283575147
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) | Noida

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 | Tech Mahindra | Lead trainer | 28 Oct 22 | 42000
Previous Employer 1 | Global opportunities | Communication Trainer | 2 July 19 | 30000
Previous Employer 2 | Eclarx | Customer Associate | 3 Feb 16 | 25000

If Selected, how much time do you need to join? | Within 15 days
Please briefly describe your work experience specifically in Quality? | I worked in a training team however we closely monitored the work done by associates. Such as listening to the calls, assess emails and chats to make sure agents are adhering to the quality parametre in order to deliver best customer service.
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 | A responsible person always has to be on her toes to analyse the situation, find new and existing ways to bring change or improvement. However if someone has a will issue it becomes a quite daunting task to achieve the desired results. The most prominent part of customer service or bpo is quality of work we are delivering to the client so we are answerable of the errors made by the team mates or the subordinates.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | If one is following the quality parametres and standard set by the management along with using his or her emotional as well as intelligence quotient while serving the customer.
What according to you makes you a good candidate for this position? | As an experienced BPO trainer who has closedly worked with the quality and operations team to bring change and improvement in the agents quality
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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