Subject: Trainer Candidate - Sushant Mazumdar
From: Sushant Mazumdar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 2 Dec 2022 00:58:04 -0500

| | Tech Support Test

Name | Sushant Mazumdar
E-mail | [email-masked]
Phone Number | (+91) 8920003479
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) | 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 | Prometric Testing Pvt Ltd | Analyst | Dec 31st 2022 | 25000
Previous Employer 1 | Innova communication | Business Development Executive | May 20,2021 | 22000
Previous Employer 2 | Na | Na | Na | Na

If Selected, how much time do you need to join? | 1st January 2023
Please briefly describe your work experience specifically in Quality? | Na
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 | Me and my team work for solving out queries for TOEFL and GRE test conducted by our company. My team was unable to meet the SLA, which included completing 70 emails per day with atleast 95% accuracy. I took one to one session with each team member to recognise the pain point and provide best solutions to their problems such as unable to determine the right information to be provided and tips for faster transaction of emails. It was not the most difficult situation but it took me a lot of effort to really meet the SLA and prove the management that my team members have really shown efforts to catch up.

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

The difference between good and great customer service is-

Understanding the customer queries with accuracy. Good customer service might ask questions to know the query but great customer service will provide one time resolution so that the query is solved in one go.

Providing resolution on time.
Great customer service must complete SLA and solve the query in the given time frame for ex- within 24hours to 48hours.

Following the Standard operating procedures with accuracy and maintain professionalism in be it email, chat or calls.

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

Team handling capability.
Proficiency in proof reading and maintaining quality.
Good communication skill.
Understanding problems with empathy and provide best solution to the managerial problems.
Skills to provide process training.

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

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