Subject: Trainer Candidate - Vipul Bageshwar
From: Vipul Bageshwar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 30 Mar 2023 03:13:55 -0400

| | Tech Support Test

Name | Vipul Bageshwar
E-mail | [email-masked]
Phone Number | (+91) 9958635935
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) | New 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 | Capline Services Pvt Ltd | Quality Analyst | Currently Working | 36,000
Previous Employer 1 | Capline Services Pvt Ltd | Process Associate | Mar 2020 | 26,000
Previous Employer 2 | Zenix Services Pvt Ltd | Sr. Customer Care Executive | Dec 2018 | 25,000

If Selected, how much time do you need to join? | 15 Days

Please briefly describe your work experience specifically in Quality?

Hello Team,
As a Quality Analyst-Sales Support and Quality Assurance, job responsibilities included audit and analysis of both processes and calls, and also provided support to team members related to the audit. Also worked provided operational support to the sales team as CRM admin, generation of reports.

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

Hello Team,
As Capline Services is a growing KPO dealing with Dental clients based out of the U.S.A we had two challenges 1) Changes that keep on occurring related to insurance so the operational team hand difficulty 2)Barrier between quality and operations team. Came with one-to-one feedback sessions where both the challenges were resolved, as more communication was done with the concerned teams.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | - Good Customer Services: Valid till the customer's satisfaction, where all the issues and queries are resolved and they have the answers.                                                             - Great Customer Services: Where apart from the queries/question getting resolved, a rapport is built due to handling, which makes them come back again as they feel connected.
What according to you makes you a good candidate for this position? | The one with the following qualities:                              - Ownership Mindset                                             - Having different perspectives                              - Patience.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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