Subject: Trainer Candidate - Lakshay Tyagi
From: Lakshay Tyagi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 5 Apr 2023 05:19:00 -0400

| | Tech Support Test

Name | Lakshay Tyagi
E-mail | [email-masked]
Phone Number | (110096) 9582988989
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) | New Ashok Nagar

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 | ProProfs | Onboarding Executive | 27th April | 62500
Previous Employer 1 | Accenture | CSE | 6th December | 50000
Previous Employer 2 | Ienergizer | CSE | 12 April 2022 | 40000

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

Please briefly describe your work experience specifically in Quality?

As a Quality Analyst (QA) is a professional responsible for ensuring the quality of products, services or processes in an organization. The work profile of a QA typically includes the following responsibilities:

Creating test plans and test cases: The QA creates test plans and test cases to ensure that products or services meet the specified requirements and are free of defects.

Performing tests: The QA performs different types of tests to ensure that products or services meet the desired quality standards. These tests may include functional testing, performance testing, security testing, and usability testing.

Identifying defects: The QA identifies defects and tracks them to resolution. They may use tools like bug tracking systems to report defects and track their status.

Reporting and documenting results: The QA reports test results to stakeholders and documents the results for future reference.

Analyzing test results: The QA analyzes test results to identify patterns and trends, and to determine whether the product or service meets the desired quality standards.

Providing feedback: The QA provides feedback to development teams on areas for improvement and works with them to resolve any issues that may arise.

Collaborating with other teams: The QA collaborates with other teams, such as development, design, and project management, to ensure that products or services meet the desired quality standards.

Ensuring compliance: The QA ensures that products or services meet industry standards and comply with regulations and laws.

In summary, the work profile of a Quality Analyst involves ensuring that products, services or processes meet the desired quality standards and are free of defects.

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

As a Quality Analyst in the BPO industry, the most difficult situation I encountered was when a client complained about the quality of service provided by our team. The client reported that their customers were dissatisfied with the level of customer service they were receiving, and they threatened to terminate the contract if the situation was not improved.

To address the issue, I first reviewed the feedback and identified the root cause of the problem. I found that there were gaps in the training of our customer service representatives, and they were not able to effectively handle complex customer queries. Additionally, there were issues with the team's communication skills, which led to misunderstandings and frustration among customers.

To address these issues, I worked with the training team to create a comprehensive training program that focused on improving the team's product knowledge, communication skills, and problem-solving abilities. We also implemented a quality monitoring process to ensure that all customer interactions were of the highest standard.

I also worked closely with the customer to keep them informed about the steps we were taking to address their concerns. We provided regular updates on the progress of the training program and shared detailed reports on the performance of our customer service representatives.

Over time, we saw a significant improvement in the quality of service provided by our team. Customer satisfaction levels increased, and the client was impressed with our proactive approach to addressing their concerns. As a result, they extended their contract with us, and we were able to maintain a successful business relationship.

This experience taught me that effective communication, collaboration, and a commitment to continuous improvement are critical for success in the BPO industry. It also reinforced the importance of having a robust quality management system in place to monitor and improve the quality of service provided to customers.

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

Good customer service refers to meeting the basic expectations of customers, such as resolving issues in a timely and polite manner. It may involve satisfying the customer's immediate needs, but it does not necessarily create a lasting positive impression.

Great customer service, on the other hand, goes beyond meeting basic expectations and seeks to exceed them. It involves building relationships with customers by understanding their needs, anticipating their future requirements, and providing personalized solutions.

Great customer service also involves proactive communication, such as following up with customers after a transaction, to ensure that their needs are met and their expectations exceeded. It also includes going above and beyond to create a memorable experience for the customer.

What according to you makes you a good candidate for this position? | To be honest, I think this organization can offer me with an environment where I can put my skills to the best possible use. I can use the knowledge which I have gained over the years and use it to make a major difference in my preferred field, as well as help this organization, grow collectively.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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