Subject: Trainer Candidate - Aditya Sharma
From: Aditya Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 3 Apr 2023 07:47:52 -0400

Tech Support
Test

Name

Aditya
Sharma

E-mail

[email-masked]

Phone Number

(+91) 8859399199

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)

Sector 119, 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

Previous Employer 1

Ienergizer

QA

16/12/2022

4 LPA

Previous Employer 2

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

At the same time

Please briefly
describe your work experience specifically in Quality?

As a QA,
we implemented a process to ensure consistency in the content moderated by our
agents. This involved adding another layer of review by having a designated
number of tickets reviewed each week. By doing so, we were able to maintain
quality control and identify any areas where improvements were
needed.

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

In a customer service project, a QA noticed that several
agents were not following the standard operating procedures for handling
customer complaints, resulting in a high number of customer complaints not being
resolved satisfactorily. The QA had to provide refresher training to these
agents to ensure that they followed the SOPs correctly. These scenarios were
common challenges that I faced when I started working as a QA in BPO. However, I
was able to overcome them by working with the agents to provide feedback and
training

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

Good
customer service is meeting the customer's basic needs and expectations,
such as responding to their queries, resolving their issues, and providing
satisfactory solutions. Great customer service goes beyond this and creates an
exceptional experience for the customer by anticipating their needs, showing
empathy and understanding, and going the extra mile to exceed their
expectations.

Customers don't expect us to be perfect. They do expect us to fix things
when they go wrong.

What according to you makes you a
good candidate for this position?

skills that would make a good
candidate for a position in BPO:

1. Analytical skills

2. Adaptability

3. Reliability

4. Quality focus

5. Time management

On a scale of 1 - 5 please rate your
fluency in spoken English

4