Subject: Trainer Candidate - Abhishek Saini
From: Abhishek Saini <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 17 Mar 2023 17:19:35 -0400

| | Tech Support Test

Name | Abhishek Saini
E-mail | [email-masked]
Phone Number | (+91) 9999742760
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) | Burari, Delhi

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 | NTT Data Services | Sr. Helpdesk Associate | | 45,000/-
Previous Employer 1 | Tech Mahindra | Helpdesk associate | september, 2020 | 30,000/-
Previous Employer 2 | Goldmine developers ltd. | Sales associate | October, 2019 | 15,000/-

If Selected, how much time do you need to join? | 2 months notice period, negotiable
Please briefly describe your work experience specifically in Quality? | Currently working as Sr. Helpdesk Associate apart from my responsibilities i am working on tag reports which states mis-routed tickets from the team mate and i check and rectify the ticket and make a trend what kind of issues team is facing while working and to increase the quality of work provide the refresher/feedback team session. Give one o one session to team mate to improve and increase the quality of work.
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

One of the most difficult situations a manager can face is when they inherit a team that has already developed poor habits and low-quality work. This situation can be particularly challenging because it may require significant effort to break the cycle of poor performance and establish new, higher standards. It may also involve addressing underlying issues such as lack of motivation, poor communication, or inadequate training.

To address this type of situation, a manager may need to take a multi-step approach. First, they must identify the root causes of the quality issues and develop a plan to address them. This may involve gathering feedback from team members and analyzing data to identify patterns and areas for improvement. Once the issues have been identified, the manager must develop a plan to address them, which may involve changes to processes, training, or communication.

Second, the manager must set clear expectations for quality and establish metrics to measure progress towards those goals. This may involve creating a quality management system and developing key performance indicators (KPIs) to track progress. The manager must also communicate these expectations clearly to team members and provide regular feedback on performance.

Third, the manager must work closely with team members to develop new habits and behaviors that support the new standards. This may involve training, coaching, and mentoring to help team members develop the skills and knowledge needed to meet the new expectations. The manager must also provide ongoing support and encouragement to ensure that team members stay motivated and committed to the new goals.

Finally, the manager must create a culture of continuous improvement that encourages team members to strive for excellence and take ownership of their work. This may involve creating opportunities for feedback, recognizing and rewarding high-quality work, and fostering a sense of teamwork and collaboration.

Overall, improving the quality of a team can be a challenging but rewarding process. It requires a clear understanding of the issues, a commitment to change, and a willingness to work closely with team members to develop new habits and behaviors. By following these steps, managers can successfully improve the quality of their team and achieve their goals.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service is when a business meets the basic needs of its customers by providing satisfactory solutions to their inquiries or problems. Great customer service, on the other hand, goes beyond this by creating a personalized experience for each customer, anticipating their needs, and exceeding their expectations. It involves understanding the customer's journey and providing support throughout, even before they become a customer. Great customer service also involves being empathetic, proactive, and finding creative solutions to problems. Ultimately, great customer service creates loyal customers who are more likely to recommend the business to others.
What according to you makes you a good candidate for this position? | Overall, my ability to analyze data, provide insights, and deliver customized training programs make me a strong candidate for this position/role.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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