Subject: Re: Trainer Candidate - Arpan Bhattacharjee
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Fri, 9 Dec 2022 09:30:27 +0000

get QA test done
________________________________
From: Aishwarya Jaiswal <[email-masked]>
Sent: Thursday, December 8, 2022 7:34 PM
To: Deeksha Dadu <[email-masked]>
Subject: Re: Trainer Candidate - Arpan Bhattacharjee

location- punjab,can relocate,working with Teleperformance, sound average comm,notice period will get over by salary-42k,expecting-45-46k,screening test shared

________________________________
From: "Deeksha Dadu" <[email-masked]>
To: "Aishwarya Jaiswal" <[email-masked]>
Sent: Thursday, December 8, 2022 7:24:25 PM
Subject: Fwd: Trainer Candidate - Arpan Bhattacharjee

Interview

Sent from my iPhone

Begin forwarded message:

From: Arpan Bhattacharjee <[email-masked]>
Date: 7 December 2022 at 12:41:50 GMT+5:30
To: Saurabh Dadu <[email-masked]>, [email-masked], Deeksha Dadu <[email-masked]>, Ashish Dabral <[email-masked]>, Aishwarya Jaiswal <[email-masked]>
Subject: Trainer Candidate - Arpan Bhattacharjee
Reply-To: [email-masked]

[https://www.jotform.com/uploads/lsmindia/form_files/LSM%20Logo.5ec38b9aad59e5.76825569.png]

        [https://cdn.jotfor.ms/assets/img/logo2021/[email-masked]]    Tech Support Test

Name    Arpan Bhattacharjee
E-mail  [email-masked]
Phone Number    (+91) 8617544683
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)      Mohali
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        Teleperformance         Quality Assurance       15th December,2022      42342
Previous Employer 1     Startek Quality Analyst         7th july,2022   29660
Previous Employer 2     Schnider Electricals (under contractor) Quality checker July,2020       21500
If Selected, how much time do you need to join? 15days
Please briefly describe your work experience specifically in Quality?   In Schnider, I had to check the quality of the manufactured circuits of windmills.

In Startek our basic responsibilities were call calibrations, preparing PKT for agents, maintaining ACPT for the RCA for enhancing the customer experience. Used to provide sessions and share feedbacks with the agents in Sandwich pattern and ensuring to keep all the KPI's in it's place.

In Teleperformance, I am working for T-MOBILE process. We try to figure out the reasons behind detractors and share feedbacks with the experts as the NPS remains maintained. On live chats, we keep an observation on those chats where the MCS scores gets down gradually. Sharing new updates and conducting pre-shift briefing is one of our basic responsibilities.
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    In Zomato (Startek) process, during Durga puja we faced the biggest challenge where non-veg items were unintentionally got delivered during Nava-Ratri, in few of the exceptional cases. Few of such cases turned into social escalation and a rumor spread out rapidly that ZOMATO is trying to play with religious sentiments.
In such a scenario, we, as a team introduced few tricks to pacify the customer and keeping their satisfaction into higher arc and make sure that such cases are dealt with extra care and walking an extra mile for those customers actually gave us our desired results.
For me, it can be considered as a challenging phase as there was a religious sentiment connected with it and Indians are always emotionally driven.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)   Good customer service is showing sympathy to customers and great customer service is showing empathy and putting yourself into customer's situation.

Good customer service is resolving customer's issue however great customer service is resolving the issue along with some advisements to the customer as they don't need to face the same issue in future.

Good customer support is reducing customer efforts however great customer support is doing something extra for the customer to enhance the satisfactory level.

Good customer service is getting the expectations and great customer service is getting something beyond expectations.
What according to you makes you a good candidate for this position?     My skills and perseverance to acquire new techniques would be helpful to meet the business requirements.
On a scale of 1 - 5 please rate your fluency in spoken English  4