Subject: Trainer Candidate - Sumit Singh Rawat
From: Sumit Singh Rawat <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 17 Mar 2023 11:22:06 -0400

Tech Support
Test

Name

Sumit Singh
Rawat

E-mail

[email-masked]

Phone Number

(+91) 9953820983

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 can commute using other transport like
Rickshaw

Where do you currently live (area)

Noida Sector 22

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

TechValley Pvt ltd.

Quality
Analyst

serving notice period

28.8

Previous Employer 1

3i BSPL

Quality
Analyst

29 June 2022

21.5

Previous Employer 2

KarvyDigikonnect pvt ltd

Quality Analyst

30 Sept
2020

16

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

15 to 30 days

Please briefly
describe your work experience specifically in Quality?

Experienced QA in the outsourcing and BPO business, managing
quality for various LOBs (E-mail,

chat, leads, cancellation & escalation, voice, & non-voice) of large
international and domestic

processes in the areas of e-commerce, BFSI, and in remote staffing company,
Summarize. Analyse

statistics to improve quality and compile accurate reports

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

Being a Quality Analyst one of the most significant challenges
that I faced is maintaining and improving the quality of their team's work
in the beginning of the new process. This is especially true in a sector where
there is a high volume of repetitive and time-sensitive tasks that require a
high degree of accuracy and consistency. Quality must ensure that their team
members are trained to maintain the company's quality standards with
customer satisfaction and are consistently delivering work of a high standard.
This can be particularly challenging when dealing with a large team with varying
levels of skill and experience.

One difficult situation that a Quality Analyst may encounter is a sudden drop in
quality in the team's work. This could be due to a variety of reasons such
as lack of training, poor supervision, changes in the work process, or a sudden
increase in workload. Whatever the cause, it can have significant implications
for the company's reputation and bottom line.

In such a situation, Quality Analyst needs to act quickly to identify the root
cause of the drop in quality and take steps to address it. This may involve
additional training for team members, changes in the work process, or hiring
additional staff to help manage the workload. Quality Analyst may also need to
work closely with clients to reassure them that the issue is being addressed and
to prevent any negative impact on the relationship.

Communication is key in such situations, and the team must be transparent with
the clients and stakeholders about the situation and the steps being taken to
address it. Quality Analyst may also need to work closely with senior management
to identify any underlying issues in the company's processes or
infrastructure that may be contributing to the problem.

In conclusion, managing a team in the BPO sector is a challenging task, and
maintaining quality is a key responsibility for Quality Analyst. A sudden drop
in quality can be a difficult situation to handle, but with the right approach,
it can be addressed effectively, and the team can be brought back on track to
deliver work of a high standard.

What according to you
is the difference between good and great customer service. (Explain in 4 - 6
sentences)

Good customer service is meeting the basic needs
and expectations of the customer wherein, Great customer service goes above and
beyond for the needs of the customer and delivering exceptional experiences. It
requires empathy, active listening, and a commitment to delivering a
personalized solution that meets the unique needs of each individual customer
with ownership.

What according to you makes you a
good candidate for this position?

Quality analysts need to pay
close attention to details to identify issues and ensure that products or
services meet the required standards. Quality analysts must be able to analyze
complex data, identify trends and patterns, and provide recommendations based on
their findings.Quality analysts must be able to work effectively as part of a
team, collaborating with colleagues to identify and resolve quality-related
issues and should be constantly looking for ways to improve processes, products,
and services to enhance quality and increase efficiency.

On a
scale of 1 - 5 please rate your fluency in spoken English

3