Subject: Trainer Candidate - Shashanka Majee
From: Shashanka Majee <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 9 Mar 2023 23:45:48 -0500

| | Tech Support Test

Name | Shashanka Majee
E-mail | [email-masked]
Phone Number | (+91) 9608712153
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) | Bangalore

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 | Starmark Software Pvt Ltd. | Sr. Quality Analyst | 15th March | 40000
Previous Employer 1 | Firstsource Pvt ltd | Quality Analyst | 30th August 2022 | 25000
Previous Employer 2 | Diam Display India | Quality Analyst | 21st Nov 2021 | 17000

If Selected, how much time do you need to join? | 10 Days

Please briefly describe your work experience specifically in Quality?

Everyday allocating the calls and Emails.
▪ Auditing calls and emails based on set parameters.
▪ Perform tickets audits of each operation team, ensuring the proper
documentation and workflow of service request per internal
procedure.
▪ Online/Offline monitoring of agent emails and calls to audit and
scrutinize.
▪ Giving feedback to operation regarding any deviation in process.
▪ Revieing the performance of the agent.
▪ Making CAPA reports.

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

I have faced this in my current company because the company was running for 20 years and there was no quality, No one was ready to follow the sop, so we took the help of management and operations,
then we started 1-1 Feedback Session Quality Reports, PKT, Deep checking.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | The key to good customer service is to meet customers' expectations. Great customer service means doing that every time a customer reaches out.
What according to you makes you a good candidate for this position? | According to me want a direct, confident answer.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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