Subject: Trainer Candidate - Ashish Sen
From: Ashish Sen <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 3 Jan 2023 03:22:22 -0500

| | Tech Support Test

Name | Ashish Sen
E-mail | [email-masked]
Phone Number | (022) 7531823218
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) | Gurgaon

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 | FIS Global Service Pvt. Ltd | Sr Analyst: Quality | 31/08/2022 | 46000
Previous Employer 1 | Mattsen Kumar Pvt Ltd | Quality Consultant | 31/01/2016 | 20000
Previous Employer 2 | Hero BPO | Team Member | 01/04/2015 | 15000

If Selected, how much time do you need to join? | 15 Days

Please briefly describe your work experience specifically in Quality?

1. Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
2. Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.
3. Assessing the customer feedback, evaluating areas of improvement & providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices.
4. Managing service operations for rendering and achieving quality services; providing customer support by answering queries & resolving their issues, ensuring minimum TAT.
5. Yielding clarification up to satisfaction against queries of customers including complaints and payment disputes.

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 | I'll not say it's a most difficult situation, I'll say it's amost challenging situation I faced while setting up the work-from-office environment at the start of the pandemic. During that time we got new hire batches as well and I was responsible for their Certification and movement to operations. Along with this, I was responsible for process quality. In order to make the transition smooth and improve our quality, I initiated a plan to brief the agent about new updates and did One-on-one with new agents to understand if they were facing any process-related issues or needed refresher sessions. It was very challenging to sep up and streamline the quality when we started working from home. Finally our effort started showing the result when we were able to meet the all quality parameter.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service means consistently meeting customer expectations. It may be time-consuming but in the end, the customer issue gets resolved. At the same time, great customer service is quick, easy, and empathetic. A good customer service will give you a good customer satisfaction only while a great customer service will give you good and repeat business as well.
What according to you makes you a good candidate for this position? | I have more than 8 years of experience in the customer service industry out of which I have worked in the field of quality. The kind of experience and expertise I am carrying will be a great benefit to the process. I was part of quality team as well and managed the process quality as well which makes me a good candidate for this position.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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