Subject: Trainer Candidate - Charu Jain
From: Charu Jain <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 1 Apr 2023 06:56:29 -0400

| | Tech Support Test

Name | Charu Jain
E-mail | [email-masked]
Phone Number | (91) 9560343510
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 only using Metro
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 | Concentrix | Sr. Quality Evaluator | NA | 27,000
Previous Employer 1 | NA | NA | NA | NA
Previous Employer 2 | NA | NA | NA | NA

If Selected, how much time do you need to join? | 15 days
Please briefly describe your work experience specifically in Quality? | My primary task is to monitor the contacts and share actionable insights.  This is somewhat similar to ''inspection''. My job is to find the areas of improvement aligned to key performance metrics.
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 | I recently identified a problem in the production process. The issue was that there were too many steps involved in our customer service calls, which caused delays and frustrated customers. To address this issue, I proposed streamlining the process by eliminating the unnecessary steps and automating certain tasks. This experience has given me the confidence to indentify the problems and propose solution quickly.

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

Good customer service means, you will acknowledge the customer's issue and find a resolution. You look at what to do.

Great customer service is quick, easy, personalized and empathetic. Sometimes we need to think out of the box to resolve the customer's query.

What according to you makes you a good candidate for this position? | I am a problem solver and detailed oriented person which is the basic requirement for this role. Also, I am good in providing feedbacks. I have leadership skills which is making me more efficient candidate for this role.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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