Subject: Trainer Candidate - Nitika Deep
From: Nitika Deep <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 20 Jan 2023 15:53:21 -0500

| | Tech Support Test

Name | Nitika Deep
E-mail | [email-masked]
Phone Number | (+91) 9818769967
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) | Ghaziabad

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 | Accenture | SME | Working Present | 48000
Previous Employer 1 | Genpact | Senior Process Associate | July,2021 | 33000
Previous Employer 2 | Religare Health Insurance | Relationship Manager | Feb,2018 | 18000

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

Please briefly describe your work experience specifically in Quality?

1.

1.

1.Desiging the quality framework                                     2.Preparing the SOP and mainting new updates
3.Preparing the quality checklist
4.Training the team about process and quality parameters
5.Embidding the quality paremeters into employee perfromance metrics
6.Sharing the quality report and calculating points as per checklist
7.Tracking escalation tracker and rectifying it by proper procedure
8.Conducting team huddles for any escalations and giving them through study about the case so that we can learn from it
9.Need to connect with client if any gap is there in term of changes or updates

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

In my current organization there was a time when their was continuous attrition within team including TL in our transition phase. At that time we were not able to match quality beacause of less SOP's and process knowledge.
However, to overcome this challenge I prepared SOP's along with quality framework.Later, when we got familiar with process and logics ,we implemented BOT in it as there was no human decision power.
This RPA project help us to built good quality with great efficiency.

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

Good Customer Service – Your customer emails from your website. You respond within 24 hours.
Great Customer Service – You respond to that customer within minutes. (And watch out, this is fast becoming the standard of simply “good” service.)

Good Customer Service – Your customer is not happy with a product/service and wants to return it or get a refund. You willingly accept the return less any restocking or trouble it causes you.
Great Customer Service – You not only graciously accept the return but let the customer know you will waive all fees associated to ensure that their experience is a good one. You then suggest alternative products/services that might fit them based on their feedback on the initial experience.

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

Some qualities which makes me an ideal candiate for this position are :
1.Leadership skills
2.Traning and mentoring experience-4years
3.Active listening and understanding skills
4.Eye for details
5.Global stakeholder management experience
6.Operations management

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

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