Subject: Fw: Trainer Candidate - Nitika Deep
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Mon, 23 Jan 2023 08:59:56 +0000

interview
________________________________
From: Nitika Deep <[email-masked]>
Sent: Saturday, January 21, 2023 2:23 AM
To: Saurabh Dadu <[email-masked]>; [email-masked] <[email-masked]>; Deeksha Dadu <[email-masked]>; Ashish Dabral <[email-masked]>; Aishwarya Jaiswal <[email-masked]>
Subject: Trainer Candidate - Nitika Deep

[https://www.jotform.com/uploads/lsmindia/form_files/LSM%20Logo.5ec38b9aad59e5.76825569.png]

        [https://cdn.jotfor.ms/assets/img/logo2021/[email-masked]]    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