Subject: Trainer Candidate - Nikhil Sharma
From: Nikhil Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 3 Mar 2023 05:12:06 -0500

| | Tech Support Test

Name | Nikhil Sharma
E-mail | [email-masked]
Phone Number | (+91) 8586892959
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) | Faridabad

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 | Urban Fathers Pvt Ltd | Training Coordinator | Feb 2023 | 49700
Previous Employer 1 | Genpact | Senior Process Developer | April 2021 |
Previous Employer 2 | Ronin it solutions Pvt Ltd | cse | Jun 2019 |

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

Please briefly describe your work experience specifically in Quality?

Plan batches w.r.t NHs & Refresher trainings for the projects assigned. Review Existing Training Materials & Identify need for updating the same.Help in designing KRAs for the team & periodically review trainer performance .

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

Situation:

Fatal delivery call caught up in mystery shopping by client itself is a disaster.

Person responsible should be the training Coordinator and the operations team who ignored the gap in learning,

Improvement:

Firstly acknowledge and confirming the fact that there is a problem within,
Also refresher Trainings and a gap analysis to evaluate the whole situation.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Great customer service means following best practices like valuing customers' time, having a pleasant attitude, and providing knowledgeable and resourceful resources, but that you also take things a step further to exceed — rather than just meet — expectations.
What according to you makes you a good candidate for this position? | specialist needs to have some important skills like effective management skills, good communication skills, strong attention to detail, integrity, logical thinking, problem-solving skills, and interpersonal skills.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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