Subject: Trainer Candidate - Reshma Kanu
From: Reshma Kanu <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 29 Mar 2023 11:30:39 -0400

| | Tech Support Test

Name | Reshma Kanu
E-mail | [email-masked]
Phone Number | (91) 7506986354
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) | Panvel

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 | Imetrix solutions pvt LTD | Process Trainer | 10th May 23 | 38k
Previous Employer 1 | Gebbs health care solutions | Sr Ar | Na | 34k
Previous Employer 2 | Hexaware technology bps | Sr customer service representative | Na | 22k

If Selected, how much time do you need to join? | 30 days

Please briefly describe your work experience specifically in Quality?

Sale process
Auditing OJT calls and floor agents calls
Providing process refresher training
Providing training and soft skills training to NHT batches
Taking final certification
Taking huddle
Giving feedbacks to team leads if required

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

When I joined Imetrix, their was lack of communication gap between QA and floor agents so i maintained the same, giving one to one feedback to agents and providing same report to team leads improved floor quality with good sale number.
Plotted PIP timelines roles and responsibilities.
Qa must be part of every day huddle to cover error pointers
Visiting training batches and setting expectations played vital role in motivating and freshly mind coming on floor.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | According to me, good customer service means providing resolution without any human touch and great customer service means resolving customers query by using soft skills and human touch also talking a proper follow if required.
What according to you makes you a good candidate for this position? | The way i give feedback to anyone till date results to good sale numbers, good quality and most importantly they feel motivated, inspired, always give sandwich method feedback to agents and never only give negative feedback.. it impacts stability as well..
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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