Subject: Trainer Candidate - Khushi Khushi
From: Khushi Khushi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 24 Feb 2023 00:27:46 -0500

| | Tech Support Test

Name | Khushi Khushi
E-mail | [email-masked]
Phone Number | (+91) 8847661442
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) | 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 | Tech Mahindra | Senior quality analyst | September 2022 | 27000
Previous Employer 1 | Cogent | CSA | Nov 2020 | 18000
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 15 days

Please briefly describe your work experience specifically in Quality?

Monitoring the calls and meeting daily/ weekly targets.
Assess agent performance- determine which agents require attention.
Monitoring trends- monitoring the agent performance metrics and top missed points, month over month.
Technological responsibilities- Using some dynamic quality tools to analyze risks.
Design evaluation programs-Highlighting areas of risk for business risk reduction.
Working on improvement plans- based on mistakes made by the agents as per quality sheets.
Identifying and addressing issues-to Increase customer satisfaction.
Escalates non-compliance cases to the higher management.
Leading the internal calibrations.
Train new hired QA’s with best practices and tools.

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 | There were a situation because of which associates were facing issue to resolve the customer concern related to technical support. So me and my team found the solution to the problem and improve the quality of process which helped company to reduce the percentage of fatals.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service get the solution eventually where as great customer experience get the problem solved immediately using all the possible solution over the same call within a policies defined by process.
What according to you makes you a good candidate for this position? | My ability to work within deadlines and manage my time effectively focus on improving process make me a good fit for the role.
On a scale of 1 - 5 please rate your fluency in spoken English | 3

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