Subject: Trainer Candidate - Gautam Sharma
From: Gautam Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 3 Mar 2023 03:22:58 -0500

| | Tech Support Test

Name | Gautam Sharma
E-mail | [email-masked]
Phone Number | (140133) 9056843735
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) | Mohali

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 | Teleperformance | Quality Analyst | 15jan2023 | 30000
Previous Employer 1 | Concentrix | IT Technical Associate | 28feb2023 | 19000
Previous Employer 2 | | | |

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

Please briefly describe your work experience specifically in Quality?

Doing Audits and monitoring the chat and e-mail interactions.
Calibration sessions with the employees
Compliance monitoring over the chat.
Monitoring the chat flow.
Monitoring the sentence formation.
Monitoring the work avoidance.
Monitoring the profanity.
Monitoring the chat and conclude that it is useful to the customer or not.
Monitoring the First call response is on time or not.
Monitoring the Average Handling time.
Ensure that user expectations are met during the conversation.
Draft and execute quality assurance policies and procedures

Have you worked as a Quality Manager in a Call Center/Customer Service/BPO Environment? | No

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

In my previous role I came to know one scenario, In which customer explained to the operator over the chat that the application which was continuously throwing an error/bug after the windows upgrade from the 10 to windows 11. That application was the source of income to the customer and he was unable to install it.The application was the third party application but the issue was that the error was occuring due to the invalid code and that was related to the windows.The operator searched for it while handling the customers system over the remote.Later on, the operator is asking about the customer and making air gaps for a long time as the customer let to the operator that he is 80 years old.
At that point We as we all are one,we discussed that in such scenario we can guide thoroughly about the new version, application or related to the upgrades in future as well so that customer have sufficient information for the future reference and the air gap is avoided by that till the troubleshooting is going on. In that case we can acknowledge the customer with the latest version and we are doing troubleshooting,we are fullfilling the all quality parameters.

In such way customer will be happy at the end of the conversation.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service reps will get the problem solved eventually.However,great customer service reps will get it solved immediately, doing everything they can to remedy the problem at hand.
What according to you makes you a good candidate for this position? | As according to me the positive attitude with the observation,patience and resolving skills is the greatest combination of the skills.However Emotional Intelligence and politeness is the key to resolve any issue.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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