Subject: Trainer Candidate - Kunal Sharma
From: Kunal Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 5 Apr 2023 01:36:10 -0400

| | Tech Support Test

Name | Kunal Sharma
E-mail | [email-masked]
Phone Number | (01923) 266888
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) | 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 | Olx Autos | Call Quality Analyst | | 35455
Previous Employer 1 | | | |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 30 Days

Please briefly describe your work experience specifically in Quality?

Monitor and evaluate customer interactions to ensure compliance with company policies and procedures
Develop and implement quality assurance processes to improve customer service and increase agent efficiency.
Provide coaching and feedback to agents to improve their performance and adherence to quality standards.
Analyze data and provide regular reports to management on call center performance, including agent performance and call trends.
Collaborate with cross-functional teams to identify areas for improvement and develop action plans to address issues.
Conduct regular training sessions for new agents on quality standards and procedures.
Manage the quality management system and ensure data accuracy and integrity.
Participate in the development and implementation of new call center initiatives to improve customer service and agent performance.
Responsible for health activities like Dip check, PKT, call listening session and calibration.
Gather inputs from QAs and basis audits for briefings and training needs identification.
Report performance for aligned span on a daily/weekly/monthly basis.
Complete weekly coaching sessions with the QAs. Complete audit-over-audits for the QAs on the team.
Maintain data related to audits, calibrations, audit-over-audits.

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 may encounter when tasked with improving the quality of their team is resistance to change. Change can be difficult for people, and when it comes to work, it can often be met with resistance or pushback from team members who are comfortable with the status quo or fear the unknown.

In such a situation, a manager may face several obstacles. First, team members may exhibit resistance to new processes or methods. This could be due to a lack of understanding about the benefits of the changes, fear of failure or job loss, or simply being set in their ways. Overcoming this resistance requires effective communication and change management skills. The manager needs to clearly articulate the reasons for the changes, how they will benefit the team and the organization, and address any concerns or fears that team members may have.

Second, there may be a lack of buy-in or engagement from team members. If team members do not feel involved or invested in the changes, they may not fully commit to implementing them. In this case, the manager needs to actively involve team members in the change process by soliciting their input, incorporating their ideas, and empowering them to take ownership of the changes. This can help create a sense of ownership and motivation among team members, leading to greater commitment and engagement in the improvement efforts.

Third, there may be resistance from other stakeholders within the organization. This could include senior leadership, other departments, or even external partners. In such cases, the manager needs to navigate the political landscape, build coalitions, and gain support from key stakeholders. This may involve presenting data and evidence to support the proposed changes, addressing concerns and objections, and negotiating to find common ground

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Proactive vs. Reactive: Good customer service is typically reactive, meaning that it responds to customer inquiries, complaints, or issues after they arise. On the other hand, great customer service is proactive, meaning that it anticipates customer needs, resolves issues before they become problems, and goes above and beyond to exceed customer expectations.

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

Skills i have
1. Six sigma green belt certified
2. Lean Expert
3. Data-Driven Insights
4. Consistency and Accuracy

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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