Subject: Fw: Trainer Candidate - Shikhar Tanwar
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Fri, 24 Feb 2023 13:42:05 +0000

interview
________________________________
From: Shikhar Tanwar <[email-masked]>
Sent: Friday, February 24, 2023 11:31 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 - Shikhar Tanwar

[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    Shikhar Tanwar
E-mail  [email-masked]
Phone Number    (+91) 8882007643
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 have my own 2/4 wheeler transport
Where do you currently live (area)      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        Startek Lead(Specialist) Quality        23rd Jan 23     40000
Previous Employer 1     Na      Na      Na      Na
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?   Chat/Call monitoring & evaluation.
- Training New Hired Batches- Voice-2.
- Performance improvement sessions like- Quality Sessions, Chat Reading Sessions, Call
Listening Sessions, TNI Sessions, Refresher Sessions etc
- Team Management, Tasks delegation..
- Reports development- MBR Preparation(Monthly Business Review), Quality Dashboard,
NPS Dashboard, Training Need Identification, Repeat Analysis, Customer Disconnection &
Short Call Analysis,
- Process & Customer Experience improvement plans & suggestions.
- Quality Management Factors sheet management.
- Feedbacks-Feedforward & Sandwich Technique.
- Conducting Calibration Sessions with Client & Internal Team.
- Compliance/hygiene monitoring.
- Agents’ engagement & motivation towards work.
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    I had a very difficult situation where the organization I was working for was not able to achieve their weekly/monthly audit targets, & at the same time the NPS score was majorly hampered due to repair pendency/delay in our services due to Diwali Season. Now, we had to achieve the targets as well as work on the improvement of the performance of advisors at the same time. As per the teams' skillset, I aligned 2 members of the team to drive refreshers & feedback session on the floor on realtime mistakes/issues to address the problem & provide the services more efficiently. On the other hand, rest 6 team members were aligned to achieve the audit numbers(BAU Audits, Hygiene Audits, NPS Audits). At the end of the month, we were able to complete the QA individual as well as team targets & also make an improvement in the NPS score of the floor too.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)   1. Responding to customer's concern within TAT is a good Customer service, but assuring & taking care customer should not face the same issue in future is a great customer service.
2. If the customer is not happy with any of our services, taking the feedback of all issue due to this happened & suggesting relevant alternatives to retain the customer.
3. Not letting the customer wait for a very long time on interaction to provide the resolution. You tell them you recognize their time is valuable and offer to either put them on hold or to give them a call right back. If they want to be called back, you get the answer and call back within minutes with the answer, letting them know they are a priority.
4. Always apologizing & empathizing to the customer of whatever issue is being faced the we represent the Company whom we are associated with & not an individual person.
5. Keeping an eye on the CSAT & keep making changes & modifications in the SOP as per the issues and feedbacks which are taken from customers' end.
What according to you makes you a good candidate for this position?     I am having a thorough & in depth experience in Training & Quality. Also, I have taken care of a team of 6 QAs and have worked on multiple reports like Quality Dashboards, NPS Dashboards, Hygiene analysis reports, Call callibrations, Dip Check Reports etc. Also I have participated in MBRs.
On a scale of 1 - 5 please rate your fluency in spoken English  5