Subject: Trainer Candidate - Divya Aggarwal
From: Divya Aggarwal <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 1 Feb 2023 05:11:38 -0500

| | Tech Support Test

Name | Divya Aggarwal
E-mail | [email-masked]
Phone Number | (+91) 9779637654
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) | Shakarpur, New Delhi

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 | HCL Technologies | Quality Assurance Specialist | | 25000
Previous Employer 1 | NA | | |
Previous Employer 2 | NA | | |

If Selected, how much time do you need to join? | 1 or 2 months
Please briefly describe your work experience specifically in Quality? | As a Quality Analyst we are responsible for agents performance. To enhance agents performance we do audits, analyze and take feedback sessions and guide them regarding the correct process. Other than this we work on DSAT's and analyse users requirement and work on the things to improve the quality which is being provided to the users.
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 | Being a Quality Auditor there are few challenges we mostly face are when agents disagree to the audit score they get. As they are unaware of correct procedure, so we guide them using documents and explain the importance of the fatal parameters which they miss.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service is when agent resolves user's issue, has process knowlege but lacks few parameters like active listening skills or politeness or appropriate empathy or assurance or further assistance etc. Whereas great customer service is where agent takes care of each small parameter along with correct process knowledge.
What according to you makes you a good candidate for this position? | Having process knowlege along with good management skills, good communication skills, good analysing power, ability to stay calm in difficult situations and handle agents and users correctly.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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