Subject: Trainer Candidate - Jeet Behera
From: Jeet Behera <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 13 Dec 2022 09:23:32 -0500

| | Tech Support Test

Name | Jeet Behera
E-mail | [email-masked]
Phone Number | (91) 9953821543
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) | Indirapuram

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 | LiveSaleman | TSA | 31/10/2022 | 46000
Previous Employer 1 | Teleperformance | AM-QA | 14/09/2020 | 43572
Previous Employer 2 | Wipro BPO | Escalation Analyst | 10/02/2011 | 21062

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

Please briefly describe your work experience specifically in Quality?

As an Assistant Manager, I managed the QA and compliance teams to complete the audit target as per the client's contract. Publishing the QA and compliance reports. Handle client calls related to the Quality & Compliance processes, software updates and process improvement. Conduct QA and training sessions for new hire and nesting batches. Handle client escalations and assisted Quality/Compliance Analysts to analyze the root cause analysis for the escalated cases. Organized internal and external calibrations.

Worked side by side with the client team to ensure that the site is compliant with the quality and compliance procedures defined by the client.

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

Leading a team and grouping different types of people is not an easy task as all of them may have different temperaments. This often leads to clashes and conflicts. Getting the team on the same page specifically for the QA audits is the first thing to be informed to a newly hired QA. Let the team members take ownership in making their own decisions. This will make them accountable and responsible for their work. This will also improve the team member’s capabilities to handle a specific job. Define their job responsibilities and your expectations clearly to them.
In my previous organization, the client I worked for is one of the leading software developers in the globe. It had different line of businesses for all the software. The Quality Analysts picked for the team were from different queues/LOB’s. The analyst is first trained to monitor the call/chat as per the guidelines defined by the client. Making all the analysts stay on the same page has always been difficult specifically during internal and external calibration sessions. The internal calibration is conducted internally between, the Quality, Training and Operations teams. The external calibration included the internal and the client teams. I have always shared that the customer centricity remains same, irrespective of whether it is a call/chat, or technical/non-technical conversation. It is just the troubleshooting/resolution which is different.

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

Good customer service is when the situation is handled optimally including speed, politeness and accuracy.
Great customer service is when the situation is handled optimally and get what we do not expect. That is getting beyond what is required, surprising in a good way with more care and focus making it a wonderful experience.

What according to you makes you a good candidate for this position? | A good candidate is the one with a good knowledge of the QA process and is experienced for this position.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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