Subject: Trainer Candidate - Parikshit Rawat
From: Parikshit Rawat <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 24 Mar 2023 07:35:31 -0400

| | Tech Support Test

Name | Parikshit Rawat
E-mail | [email-masked]
Phone Number | (+91) 9582761137
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 only using Metro
Where do you currently live (area) | Jasola vihar

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 | Concentrix | Quality advisor | Currently working | 38000
Previous Employer 1 | Teleperformance | Customer support associate | 2 jan 2022 | 21000
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 1 month
Please briefly describe your work experience specifically in Quality? | We directly work with the client. We get different type of studies from the client. Our job role is to audit the calls according to the quality parameters set by the client and then sent it back to field team where data get further dissect accordingly.
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 | Almost two months back we were working on a study given us by the client. The study data has almost 1500 call. We are the team of 50 people's so each of us got around 30 call's and we have to finish them by the end of the shift which was difficult also client asked us to give him the value add or any additional insight we found on each call's, By the end of the shift we somehow managed to complete the study and sent the data to client but next day client sent the data back with error on almost 400 call's, So in the team of 50 people our manager selected top 10 performers to re-audit those call's and create the dispute for the mistakes if possible and i was one of them. So again we have to audit 40 calls each person by the end of the shift for which we have to cut short our brakes and also discussed the error created the dispute on which we can and sent the data to Client. Next day we got the accuracy report from the client side before we had the accuracy of 82.5% but after disputing the errors our accuracy closed in 97.5%.

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

Good customer service experience means you’ll hear their problems and assess how to tackle them. You look at what to do. Your customer service agents may not find a solution instantly, but in the end, the problem is remedied.

Great customer service experience, however, means that you’ll listen to their problem and look for solutions straight away. You quickly see what can be done, and how. If applicable, you compensate your client and turn a negative situation into a positive brand experience.

What according to you makes you a good candidate for this position? | I'm capable of delivering the excellent result. Constantly looking to upgrade my skills and knowledge to insure quality never decrease. Also a good Team player can be a ice breaker to in awkward situation's 😅.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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