Subject: Trainer Candidate - Prarthna Bharti
From: Prarthna Bharti <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 17 Jan 2023 01:45:39 -0500

| | Tech Support Test

Name | Prarthna Bharti
E-mail | [email-masked]
Phone Number | (91) 8905982107
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) | Bangalore

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 | Concentrix India pvt lmt | Lead trainer | 20th Dec’2021 | 45000
Previous Employer 1 | Teleperformance | Communication coach | 30th dec’2017 | 25000
Previous Employer 2 | Cardekho.com | Soft skills trainer | 30th Jun’2019 | 34000

If Selected, how much time do you need to join? | 1 week
Please briefly describe your work experience specifically in Quality? | Audit live chats/calls, call calibration, feedback, stakeholder call management, daily/weekly/monthly reports management, dashboard management etc.
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

Situations have been handled by bringing in some major improvement plans
1. Assigning more SMEs to BQ group
2. Live chats/calls to be montitored for BQs with immediate feedback.
3. Major impacts get discussed in the morning to avoid similar errors.
4. Change in process needs to be discussed in a refresher session to clarify the change.
5. Change management will be reviewed to map the impact

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Behaving nicely is good customer service however, adding personal touch(empathy) makes it great.
What according to you makes you a good candidate for this position? | I have more than 5 years of experience in customer service which will definitely help the process grow & achieve the clients demand.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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