Subject: Re: Trainer Candidate - Somveer Singh
From: Aishwarya Jaiswal <[email-masked]>
To: Deeksha Dadu <[email-masked]>
Date: Tue, 28 Feb 2023 05:07:46 -0700 (MST)

location- delhi,total experience-5y,sound ok,notice period-45days,salary-47k, expecting-40 percent of hike.shared QA test 

From: "Deeksha Dadu" <[email-masked]> 
To: "Aishwarya Jaiswal" <[email-masked]> 
Sent: Tuesday, February 28, 2023 1:55:27 PM 
Subject: Fw: Trainer Candidate - Somveer Singh 

interview 

From: Somveer Singh <[email-masked]> 
Sent: Tuesday, February 28, 2023 12:38 PM 
To: Saurabh Dadu <[email-masked]>; [email-masked] <[email-masked]>; Deeksha Dadu <[email-masked]>; Ashish Dabral <[email-masked]>; Aishwarya Jaiswal <[email-masked]> 
Subject: Trainer Candidate - Somveer Singh 

	

	
			Tech Support Test 
		
	Name 	Somveer Singh 
	E-mail 	[email-masked] 
	Phone Number 	(+91) 9082897243 
	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) 	Bahadurgarh 
	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 	Reliance SMSL 	Quality Analyst 		47000 
Previous Employer 1 	Wipro Ltd 	Quality Analyst 		28000 
Previous Employer 2 				
	If Selected, how much time do you need to join? 	30 days 
	Please briefly describe your work experience specifically in Quality? 	Have 4+ years of work experience as a Quality Analyst, Worked with various international process as Ecomm,Telecom,Travel while working with Wipro. Currently handling Social Media,Chat,Email Audits with Reliance SMSL. 
	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 	While working as a Quality Analyst once was facing a dip in the Quality scores while working in a Travel domain, When did a RCA for the same came to know that there were some knowledge gaps from the advisors side due to which we were not able to meet the Quality scores. To get the issue resolved we started taking daily sessions with the Teamlead and agents to undrestand what are our pain areas and then we planned coaching sessions to fill in the knowledge gap of the advisors. 
	What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) 	Good customer service is when we have provided satisfactory services to the customer. 
Where Great customer service is when we have created such a experience for the customer that it becomes a memory for the customer and gives a word of mouth for our services 
	What according to you makes you a good candidate for this position? 	I am a good fit for this role as i have experience in multiple domains as Telecom,Ecom,Travel,Risk Management also have exposure in mutiple queue audits as Call,Email,Chat and Social Media. 
	On a scale of 1 - 5 please rate your fluency in spoken English 	5