Subject: Trainer Candidate - Aradhana Pradhan
From: Aradhana Pradhan <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 31 Jan 2023 00:04:00 -0500

| | Tech Support Test

Name | Aradhana Pradhan
E-mail | [email-masked]
Phone Number | (+91) 6375739915
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) | Crossing Republik

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 | Leverage Edu | Team Lead - Quality & Compliance | 05/02/2023 | 38000
Previous Employer 1 | Byjus Exam Prep | Quality Analyst | 31/07/2022 | 36533
Previous Employer 2 | K21Academy | Team Lead - Operations | 31/01/2022 | 28000

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

Please briefly describe your work experience specifically in Quality?

- Managing team size of 4-5
- Create an inspiring team environment with an open communication culture
- Delegate tasks and set deadlines
- Oversee day-to-day operation
- Monitor team performance and report on metrics
- Discover training needs and provide coaching
- Delegate tasks and set deadlines
- Listen to team members’ feedback and resolve any issues or conflicts
- Do quality checks on the cases completed by the frontline pre-sales, post-sales & other operational teams

Contribute to the development of QC capability by constructively challenging its on-
going effectiveness and identifying opportunities for continuous improvement

Complete all the QC checks for the day as per defined procedures
Deliver all error feedbacks to respective advisors for all the errors reported

Work with the Team Manager to plan and provide support to enable performance im-
provement for advisors with high defect rate

Identify different types of escalations by analyzing the factors to contribute towards rev-
enue graph

Use Excel & PowerPoint for maintaining data & project as per the need
Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date
rolling basis on call quality, productivity, availability and other key metrics as determined

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 | As a person in quality, the ultimate factor defining the process is accuracy & aligning each and every team members to it. There are many learners , many beginners & many experienced, but bringing everyone in the same page is same as aligning pieces of puzzule.

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

- A good customer service is wherein you resolve queries but a great customer service is where you understand the problem & then resolve the problem providing value to the customer

- In good customer service you provide the solution no matter what but in great customer service you evaluate all the pros & cons and provide best possible solution

- In great customer service there is always sense of responsibility

- In good customer service you provide the solution but a great customer service is where you take efforts for researching so that you do not miss any point

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

- I have excellent management skills

- I try understanding where in the original problem lies

- For me communication with a particular team mate is important before taking actions

- I am great mentor, I will make sure there is no low performer in my span, and if there would be any then he/she would grow exponentially

- I  will bring the best out of every team mate

- I am into trying new methodologies, tools & skills which would be an add on

- I have exposure to technology through education as well as management through experience

- I am well organized & I like every task to be done before ETAs

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

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