Subject: Trainer Candidate - Prashant Kumar
From: Prashant Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 16 Dec 2022 01:07:58 -0500

| | Tech Support Test

Name | Prashant Kumar
E-mail | [email-masked]
Phone Number | (91) 9289470646
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 using other transport like Rickshaw
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 | Webbee esolutions pvt ltd | Sr. customer success executive | 2nd september 2022 | 40000
Previous Employer 1 | Pinelabs pvt ltd | Sr. Process trainer | 6th June 2019 | 36000
Previous Employer 2 | Globallogic technologies pvt ltd | Analyst | 8th Jan 2018 | 25000

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

Please briefly describe your work experience specifically in Quality?

- Audit chats, calls and email.
- Provide feedback to agents for improvement
- Identify areas of improvement and organize training sessions for the agents.
- Organize feedback sessions for agents.
- Prepare training material for the agents.
- Lay down the quality guidelines and parameters.

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

According to my experience there a quite a few difficult situations, some of the most difficult situation in my experience is to maintain quality standards, documentationss, and specifications in order to maintain the quality of the service/product offered. There are a couple of challenges that may arise while managing the quality, one of which is to have to check each and every area of work and work on the weak areas and recommend some better plans to improve the weak areas of quality management.
Another challenge is to review each and every process that is going to be involved in managing quality. Managing the quality standards of a team/vertical is critical to every process/service since that is a measure of the customer satisfaction level that the company has acheived. Also maintaining consistent quality standards and
levels is a difficult task for a quality manager.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | A good customer service is what the customer expects whereas a great customer service is going the extra mile and giving the wow experience to the customer. What I feel the key difference between great and good customer service is that in the case of good customer service/support, you’re doing only the minimum to keep your customer just grinning not even smiling. But in a great customer service/support team, you’re not only keeping them satisfied, but going much beyond to retain their loyalty. In order for a company to get the extra edge in the market is to strive for great customer service and not just good customer service.
What according to you makes you a good candidate for this position? | My extensive experience as a trainer in the services industry. My never say die attitude and hardworking nature also makes me a good fit for this position. Having worked in the same domain makes me the right fit for this position.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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