Subject: Trainer Candidate - Jeet Behera
From: Jeet Behera <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 4 Mar 2023 06:36:54 -0500

| | Tech Support Test

Name | Jeet Behera
E-mail | [email-masked]
Phone Number | (91) 9953821543
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) | Indirapuram

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 | LiveSalesman | TSA | 31/10/2022 | 46000
Previous Employer 1 | Teleperformance | Assistant Manager Quality Assurance | 14/09/2020 | 43572
Previous Employer 2 | Wipro BPO Solutions Ltd | Escalation Specialist | 10/02/2011 | 21062

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

Please briefly describe your work experience specifically in Quality?

Employer Name: Teleperformance, Gurgaon
Designation: Assistant Manager Quality Assurance
May 2011 to Sep 2020 (9 years 4 months)

Managed QA team and compliance teams to complete the audit target as per the client's contract. My role included publishing of the QA reports, handle client calls related to the Quality process, software updates and process improvement.

Conducted quality and refresher training sessions for new hire and nesting batches. Handled client escalations and assisted Quality Analysts to analyze the root cause analysis for the escalated cases. Organized internal and external calibrations.

Worked side by side with the client team to ensure that the site is compliant with the quality and compliance procedures defined by the client.

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

Leading a team and grouping different type of people is not an easy task as all of them may have different temperaments. This often leads to clashes and conflicts. Getting the team on the same page specifically for the QA audits, it is important to understand the QA guidelines and the way a QA/compliance audit form is filled. This is the first thing a newly hired QA is trained on. Let the team members take ownership in making their own decisions. This will make them accountable and responsible for their work. This will also improve the team member’s capabilities to handle a specific job. Define their job responsibilities and your expectations clearly to them.
In my previous organization, the client I worked for is one of the leading software developers in the globe. It had different line of businesses for all the softwares. The Quality Analysts picked for the team were from different queues/LOB’s. The analyst is first trained to monitor the call/chat as per the guidelines defined by the client. Making all the analysts stay on the same page has always been difficult specifically during internal and external calibration sessions. The internal calibration is conducted internally between, the Quality, Training and Operations teams. The external calibration included the internal and the client teams. I have always shared that the customer centricity remains same, irrespective of whether it is a call/chat, or technical/non-technical conversation. It is just the troubleshooting/resolution that is different on any given scenario.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | The main difference between good and great customer service appears in the commitment of the service provider to maintain the customer and make them want to come back. Good customer is what every customer requires and deemed as the average expectations from any service provider. On the other hand, great customer service is the extra mile that the service provider goes to appease the customer, for example by giving a follow-up on the performance of a machine bought from his shop to make sure it is working properly.
What according to you makes you a good candidate for this position? | I possess all the skills and experience that you're looking for. I'm pretty confident that I am the best candidate for this job role. It's not just my background in the past projects, but also my people skills, which will be applicable in this position.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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