Subject: Fwd: Trainer Candidate - Chetanya Singh
From: Aishwarya Jaiswal <[email-masked]>
To: Deeksha Dadu <[email-masked]>
Date: Mon, 27 Mar 2023 03:11:24 -0700 (MST)

Hi ,please acknowledge. Thanks 

From: "Chetanya Singh" <[email-masked]> 
To: "saurabh" <[email-masked]>, [email-masked], "Deeksha Dadu" <[email-masked]>, "Ashish Dabral" <[email-masked]>, "Aishwarya Jaiswal" <[email-masked]> 
Sent: Wednesday, March 22, 2023 11:21:35 AM 
Subject: Trainer Candidate - Chetanya Singh 

	

	
	
			Tech Support Test 
		Name 	Chetanya Singh 
E-mail 	[email-masked] 
Phone Number 	(110085) 9910135402 
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) 	Rohini Avantika new delhi 110085 
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 	I energizer 	Corporate process training professional 	18th January 2023 	34625 
Previous Employer 1 	Globiva Pvt. Services ltd. 	Process trainer 	5th jun 2022 	22615 
Previous Employer 2 				
If Selected, how much time do you need to join? 	Resignation period has been completed and immediate joining would be priority 
Please briefly describe your work experience specifically in Quality? 	Imi have been into learning and development along with the Training and development part of the profile. 

Aside, if i mention about the quality profile so i hav been monitoring the audits via transaction monitoring tool of the resources from the CS depr. And monthly compliance vs. non - compliance reports were being published to ensure the strict adherence to the process SOP’s and the basic floor hygiene. 

Mainitaing NHT and Quality dashboards as well 
Pareto Analysis was being performed on regular basis to understand the major challenges and problematic areas of the resources. 

Brieifings and Quality sessions dissemination amongst the resources to ensure that the process gaps and doubts are being covered on time to minimise the errors and discrepancies that occur on real time. 

Optimum utilisation of the DMAIC approach while performing the audits along with the ADDIE model to develop content on the same so that it is feasible and easy to understand for all the resources wither NHT or tenured ones. 
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 	As per the concern mentioned in the above question for the topic if most difficult situation so elucidation of the concern along with the management and control techniques is mentioned below : 

Client expectations and the Team understanding along with the working approach os the most difficult siituation for any management professional because it leads to a problematic situation to understand the cattering technique to be utilsed with agreeement of the cliënt representative and with the resources associated with your own team. 

Aside, being a management professional or lead resource we have to come a common solution to which your team agrees and is in favour ti accordingly to the client because ultimately the objective is to catter the requirement of the respective client. 

Furthermore, we should maintain a tracker where in the process recommendation and objective of improvisation its results post they are being executed and the plan of action would be mentioned this will definately lead to motivation amongst the resources associated with your team that their recommendations are being executed and will utilised in the right manner. 

Conclusively, would mention that if a management professional or lead resource is able to channelise such a problematic situation in the right direction would be proven addition benifit to the team and will help in inprovisation of the process and the team which is the ideal goal to be achieved to maintain a healthy team environment along with less attrition percentage followed by the contribution that resource will help in giving to grow the organisation. 
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) 	Good customer service: 

1. Cattering and fulfilll the right expectation of the customers can be termed as good customer service. However, understanding the real time scenario of the customer and problem providing resolution can be termed as great customer service. 

2. Working according to the systematic operational procedure of the product and providing resolution could be termed as good customer service but great customer service would be considered when someone is taking an pprovql exceptionally just to attain a CSAT and maintain long time relationship with customer can be termed as great customer service. 

3. Empathy and Sympathy utilisation shown to the customers can be termed as good customer service. Aside, great customer service would be feeling the problem just not to show but yes the connect with the customer to ensure that there is no problem with the customer is prime objective will be termed as great customer service. 

4. Good customer service is if in case there is a soft denial to given to the customer and resource does the same in polite manner but great customer service would be that if you are not only apologising to the customer but yes providing a secondary option to the customer to ensure that soft denial is given but still the customer is satisified with the secondary resolution. 

What according to you makes you a good candidate for this position? 	I have the skills that are a perfect fit for the job roled offered to me along with critical thinking and the right approach to handle the problemation situations in the organisation and leading an immediate impact on the company. 

Time management and completing the aligned tasks before the deadlines have always proven to be a benifit for the organisations that i have associated myself with till date which proves me as a good fit for the role. 

Right combination of soft skills, professionalism and appropriate character traits have always helped me to fit myself along with the team and the organisation to prove myself as a benifit to the organisation. 
On a scale of 1 - 5 please rate your fluency in spoken English 	4