Subject: Trainer Candidate - Kanika Arora
From: Kanika Arora <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 30 Jan 2023 09:59:41 -0500

| | Tech Support Test

Name | Kanika Arora
E-mail | [email-masked]
Phone Number | (91) 9716710307
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) | Shahdara

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 | Senior quality analyst | February 2nd | 34,000
Previous Employer 1 | Indiamart | Senior executive | Sep 2020 | 25,000
Previous Employer 2 | Na | Na | Na | Na

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

Please briefly describe your work experience specifically in Quality?

Monitoring chats and calls and provides actionable insights to the agents.
Conduct calibration sessions on weekly basis with our agents in order to polish the skills in a better way.

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 | We had one study called Returned equipment last year when we supposed to access third party tool in order to find the return of the device that CUstomer sent back to the warehouse and according-provide the adjustment for the same. There was a time when some of few were not understanding the tool usage. So I had to conduct one calibration session to share knowledge on tool usage with our agents so we can score better in our study.

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

Good customer service is what we get what we expect when things are optimal. Politeness, speed, and accuracy are key components.

Exceptional customer service is when we get what we do not expect. Beyond what is required, surprising in a good way, thoughtful to the max, more caring than just competent, and focused solely on making your experience unexpected.

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

For me he/ she should needs to have a global overview of the company
He/ she needs to calm to give the feedback to the agents in a positive manner so that they can work on the improvements section better.
Goal oriented
Have good analytical knowledge for the respective work.

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

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