Subject: Fw: Trainer Candidate - Rajiv Chauhan
From: Deeksha Dadu <[email-masked]>
To: Aishwarya Jaiswal <[email-masked]>
Date: Thu, 30 Mar 2023 09:38:08 +0000

again looks copied but interview and check

________________________________
From: Rajiv Chauhan <[email-masked]>
Sent: Wednesday, March 29, 2023 10:40 PM
To: Saurabh Dadu <[email-masked]>; [email-masked] <[email-masked]>; Deeksha Dadu <[email-masked]>; Ashish Dabral <[email-masked]>; Aishwarya Jaiswal <[email-masked]>
Subject: Trainer Candidate - Rajiv Chauhan

[https://www.jotform.com/uploads/lsmindia/form_files/LSM%20Logo.5ec38b9aad59e5.76825569.png]

        [https://cdn.jotfor.ms/assets/img/logo2021/[email-masked]]    Tech Support Test

Name    Rajiv Chauhan
E-mail  [email-masked]
Phone Number    (+91) 9023385261
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)      CHANDIGARH
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        Prepladder      QA              26500
Previous Employer 1     Tech mahindra   QA      Jan'2020        16500
Previous Employer 2     Country club    BD Team leader  Jun'2017        20000
If Selected, how much time do you need to join? 6 Days
Please briefly describe your work experience specifically in Quality?    Identifying process gaps through BAU and hygiene audits and providing feedbacks to agents
 Handling certifications and assessments of the new associates and also the internal movements within the process
 Conducting briefing/quality sessions and regular dip checks to ensure updates are followed by agents
 Participate in regular call listening sessions to ensure 100% compliance
 Offers new ideas to the team, department, and organization.
 Identifying low performers of the month/week and preparing TNI based on the gaps observed ensuring refreshers/training provided for the same
 Preparing and presenting the monthly review on performance of the team
 Undertaking calibrations to identify the areas of improvement for better customer service and cost control
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 a Quality Analyst working in a BPO, I have faced many challenges in my role of managing and improving the quality of my team's work. One of the most difficult situations I encountered was when we received negative feedback from clients regarding the quality of our team's work.
To address this issue, I had to first identify the root cause of the problem. I conducted a thorough analysis of our team's performance, reviewing call recordings, chat transcripts, and email interactions. Through this analysis, I identified several areas for improvement, including the need for better training in soft skills, more thorough attention to detail, and more effective communication with clients.
I then developed a plan to address these issues. This involved providing additional training to the team members, creating checklists and guidelines for them to follow, and implementing a system for monitoring and tracking quality metrics. I also worked closely with team members to provide regular feedback on their performance and to address any issues that arose.
However, despite these efforts, we continued to receive negative feedback from clients. This was a particularly difficult situation, as it was demotivating for the team and could potentially lead to the loss of business.
To address this, I had to take a more strategic approach. I engaged with other departments within the organization, such as the training and operations teams, to identify additional areas for improvement. I also worked closely with our clients to understand their needs and expectations, and to develop solutions that would address their concerns and improve the quality of our work.
Through these efforts, we were able to turn the situation around. We received positive feedback from clients, and our team members became more motivated and engaged in their work. The experience taught me the importance of being proactive in identifying and addressing quality issues, of working collaboratively with other departments and stakeholders, and of continuously monitoring and improving our processes and practices.
In conclusion, as a Quality Analyst in a BPO environment, managing and improving the quality of your team's work can be a challenging task. However, by using a combination of analytical, strategic, and collaborative approaches, it is possible to address quality issues and to ensure that your team delivers high-quality work that meets the needs and expectations of your clients.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)   I believe that good customer service is meeting the customer's basic needs and expectations, while great customer service goes above and beyond to create a positive and memorable experience. Good customer service involves being helpful, courteous, and responsive to the customer, while great customer service involves anticipating their needs, providing personalized solutions, and creating an emotional connection with the customer. Great customer service can even involve surprising and delighting the customer with unexpected gestures. Ultimately, the difference between good and great customer service lies in the level of effort and attention to detail in creating an exceptional customer experience.
What according to you makes you a good candidate for this position?     I believe that my skills and experience make me a good candidate for this position.
Firstly, I have a strong understanding of quality assurance principles, and I am familiar with industry standards and best practices. I have experience in conducting quality audits, analyzing data, and providing recommendations for process improvements.
Secondly, I have excellent communication skills, both verbal and written. I am able to effectively communicate with team members, clients, and I am able to provide constructive feedback and coaching to team members to help them improve their performance.
Finally, I am highly motivated and committed to delivering high-quality results. I am proactive in identifying and addressing quality issues, and I am always looking for ways to improve our processes and practices.
Overall, I believe that my skills, experience, and commitment make me a strong candidate for this position, and I am eager to contribute my expertise to help drive quality improvements and deliver exceptional service to our clients.
On a scale of 1 - 5 please rate your fluency in spoken English  3

a