Subject: Trainer Candidate - Meghna Khanna
From: Meghna Khanna <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 25 Feb 2023 05:48:50 -0500

| | Tech Support Test

Name | Meghna Khanna
E-mail | [email-masked]
Phone Number | (91) 8447887764
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) | Paschim vihar

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 | Univer Solutions Pvt Ltd | Team Lead Quality | Present | 45
Previous Employer 1 | Interstar Technologies Pvt Ltd | AM Quality | 30 Jun 2020 | 52
Previous Employer 2 | Techvedic Technologies Pvt Ltd | Sr. Process Trainer | July | 42

If Selected, how much time do you need to join? | 1 month...

Please briefly describe your work experience specifically in Quality?

1 Managing a team of  10 QAs
2 Assigning audits to the team
3 Call Calibration
4 Preparing Quality Dashboard for MBR
5 Auditing Auditors
6 Preparing SOPs for process excellence and Transactional Monitoring and responsible for its smooth implementation.
7 Preparing process reports on daily, weekly and monthly basis.
8 Monitoring special audits
9 Conducting Quality sessions for New hire batch and upgrading existing team
10 Sharing one on one feedbacks

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 | My current organisation did not had quality department before I joined...I have setup quality for my organisation...Most challenging part was that the team had never worked with Quality before...First thing I had to do was to prepare process Do's and Don't based on which i prepared a quality sheet...When i first did a test run on the sheet scores was a complete disaster...Next challenge was to make the operations team understand the implementation not just from sales prespective but from process excellence stand point as well...Once quality scores were linked with the incentive plan and all the agents were given a taste test...finally quality was implemented... I did all thia single handedly...And now over a period of time I have hand picked each and every single QA in my team and have trained them on the process and on the quality parameters so that they are independent enough to work under minimum supervision... This came with rigorous training sessions for the team...call calibration sessions for the team and attending one on one feedback sessions along with the QA...
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service is where you eventually provide a solution to the customer's issue but a great customer service experience is what immediately the best that you can offer to the customer to pacify him and do something out of the box that the customer is compelled to come back to you along with giving him a satisfactory solution to his issue..
What according to you makes you a good candidate for this position? | Over the years, I have acquired relevant skills and experience, which I will be more than willing to bring to your organization. I have given 100% may be more to my work which has enabled me to recognise my capabilities and limitations. I am a team player and a quick learner and I fully intend to use my capabilities in future career, which would be in your organization if I am selected for the position.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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