Subject: Trainer Candidate - Namita Mehta
From: Namita Mehta <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 21 Mar 2023 19:55:33 -0400

| | Tech Support Test

Name | Namita Mehta
E-mail | [email-masked]
Phone Number | (+91) 9582205059
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) | Noida

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 | | | |
Previous Employer 1 | Exl | St. Ex | Feb 2022 | 40000
Previous Employer 2 | Genpact | Process specialist | July 3017 | 38000

If Selected, how much time do you need to join? | Immediately join
Please briefly describe your work experience specifically in Quality? | Process improvement, auditing, feedback sharing, reporting, team and client meeting
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 | A girl in my last organization was difficult to bring an improvement in her quality. No matter how many times the feedback was shared with her, there was no change. Looking at the situation, I had one2one sessions with her. I started to work with her at one process parameter at one time. I took I session with her everyday. Started to explain to her at the minutes level. Did mock sessions with her and after a week or so she started showing improvement.

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

Good customer service is when the agent has followed everything as per the process and resolved customer query.
Great customer service is when agent follow all process related activities and made connect with the customer and customer experiences is happy with agents work.

What according to you makes you a good candidate for this position? | A candidate with good soft skills, understands customer requirements and resolves customer query as per customer's satisfaction following process steps.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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