Subject: Trainer Candidate - Iltaf Hussain
From: Iltaf Hussain <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 31 Mar 2023 09:32:16 -0400

| | Tech Support Test

Name | Iltaf Hussain
E-mail | [email-masked]
Phone Number | (+91) 8527323527
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) | Sec 58 Noida

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 | Tech Mahindra | Senior quality associate | Present | 35k
Previous Employer 1 | Teleperformance | Quality analyst | 5th august | 27k
Previous Employer 2 | Arvato | CSA | April 2018 | 19k

If Selected, how much time do you need to join? | 1 month

Please briefly describe your work experience specifically in Quality?

Call monitoring:Monitor calls made by customer service representatives. Listen to the conversations and evaluate whether the representatives are following the company's standards and protocols for customer interactions.
Feedback: provide feedback to the representatives on how they can improve their communication skills, overcome challenges, and handle customer queries more effectively.
Process improvement: we are responsible for identifying the areas of improvement in the process, whether it is updating the script, introducing new tools or software, or improving training programs for representatives also work with other stakeholders in the process to implement these changes.
Documentation: maintain documentation of the call monitoring process, including notes on the calls, feedback provided, and any other relevant details. This documentation is used for further analysis, training, and reporting purposes.
Reporting: create and share reports on the performance of the representatives and the overall quality of the voice process. These reports are used to identify trends, track progress, and make data-driven decisions.
Training: provide training to new representatives, introducing them to the company's standards, protocols, and best practices. They also conduct refresher training for existing representatives to ensure that they are up-to-date with any changes to the process.

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

One of the most challenging situations a manager might encounter when trying to improve their team's quality is resistance to change. Even when the team knows that changes are necessary, they may feel threatened or uncomfortable with the changes that the manager is proposing. This can lead to resistance and pushback, which can make it difficult to implement the necessary improvements.

To overcome this challenge, a manager may need to communicate effectively with their team, explaining the reasons for the changes and the benefits that they will bring. It's also essential to involve the team in the change process, giving them a sense of ownership and control over the changes. This can be achieved through regular feedback sessions, brainstorming sessions, and open communication channels.

Another approach is to break down the changes into smaller, manageable steps, so that the team can see progress and feel motivated to continue. Celebrating small victories can help to build momentum and create a positive atmosphere.

Finally, a manager may need to provide additional training or support to help the team adapt to the changes. This can include providing resources, training sessions, and coaching to help team members learn new skills and adapt to new ways of working.

In summary, managing a team and improving their quality can be challenging, especially when faced with resistance to change. However, by communicating effectively, involving the team in the process, breaking down changes into manageable steps, celebrating progress, and providing additional training and support, a manager can overcome these challenges and achieve their goals.

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

Good customer service involves meeting the basic needs and expectations of customers, such as providing prompt and polite service and resolving their issues in a satisfactory manner. It is focused on delivering a positive customer experience.

Great customer service, on the other hand, goes beyond meeting expectations and aims to exceed them. It involves creating a personalized and memorable experience for each customer, anticipating their needs, and proactively addressing any potential issues. Great customer service builds long-term relationships with customers and generates positive word-of-mouth referrals.

Great customer service requires a strong commitment to understanding and meeting the needs of each individual customer, as well as a dedication to continuous improvement and innovation in customer service practices. It requires a customer-centric mindset and a willingness to go above and beyond to deliver exceptional experiences

What according to you makes you a good candidate for this position? | I have a combination of technical skills, analytical skills, communication skills, and a process-oriented mindset. Able to work effectively as part of a team and be committed to delivering high-quality products and services.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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