Subject: Trainer Candidate - Mohammed Arham Iqbal
From: Mohammed Arham Iqbal <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 15 Dec 2022 07:55:13 -0500

| | Tech Support Test

Name | Mohammed Arham Iqbal
E-mail | [email-masked]
Phone Number | (+91) 7417667736
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 can commute only using Metro
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 | NTT DATA | Sr. Helpdesk Associate | | 45000
Previous Employer 1 | HCL | Analyst | | 25000
Previous Employer 2 | Concentrix | Operations representative | | 18000

If Selected, how much time do you need to join? | 60 days

Please briefly describe your work experience specifically in Quality?

Working as L1.5 and L2 support
Working as a backup lead for a team of 18 members
Mainly working on the SLA part to make minimum
Identify and diagnose the escalated issues and problems
Providing appropriate product support to new hires and
helping them while OJT.
Making a record of daily updates and pass the same to the
team in daily team huddle.
Maintaining teams daily tracker, pending report, aging tickets,
SLA report, etc. and taking appropriate action on the same.
Provide essential online advice and support through calls,
chat and emails

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

Working as L1.5 and L2 support
Working as a backup lead for a team of 18 members
Mainly working on the SLA part to make minimum
Identify and diagnose the escalated issues and problems
Providing appropriate product support to new hires and
helping them while OJT.
Making a record of daily updates and pass the same to the
team in daily team huddle.
Maintaining teams daily tracker, pending report, aging tickets,
SLA report, etc. and taking appropriate action on the same.
Provide essential online advice and support through calls,
chat and emails

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

A good customer service is providing what a customer need

A great customer service is providing what customer need as well as support, training and quality assurance.

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

Working as L1.5 and L2 support
Working as a backup lead for a team of 18 members
Mainly working on the SLA part to make minimum
Identify and diagnose the escalated issues and problems
Providing appropriate product support to new hires and
helping them while OJT.
Making a record of daily updates and pass the same to the
team in daily team huddle.
Maintaining teams daily tracker, pending report, aging tickets,
SLA report, etc. and taking appropriate action on the same.
Provide essential online advice and support through calls,
chat and emails

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

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