Subject: Trainer Candidate - Harshdeep Singh
From: Harshdeep Singh <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 20 Apr 2023 02:58:39 -0400

| | Tech Support Test

Name | Harshdeep Singh
E-mail | [email-masked]
Phone Number | (91) 6283449006
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) | Mohali

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 | Teleperformance | Quality analyst | 21st jan 2022 | 22000
Previous Employer 2 | Alorica india | Quality analyst | 31st march 2023 | 30000

If Selected, how much time do you need to join? | Immediate joiner
Please briefly describe your work experience specifically in Quality? | • Doing Root Cause Analysis & Action planning for any fall from the mentioned targets in CQ,  FCR. • To audit the chats taken by the team mates  of Doordash process in Dasher que. • To improve the Process Quality by sharing the feedback with the CCE’s & arranging a Quality Session on alternate days/daily briefings when required. • To dip-check on the floor randomly on the current updates & products. • Sharing of all the Reports with the clients e.g. Daily, Weekly & Monthly Score Cards & Calibration both external & internal. • To share a Presentation on the last month performance of the process was also a part . •  Conduct floor improvement activities on a regular basis • To share the Bottom Quartile agents contributing to major defects • TMS (Time & Motion Study) done by QA’s. • Refresher Training (For Out lire / low performer) • Handling a project on repeat calls. • Calibration SPOC to conduct & schedule the weekly calibration with Internal/External Team. • Process and product suggestion to be shared with the Client as per the training module/Training Agenda.
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 | The most dificult situation in my life is when my father got injured and he was at home in hoshiarpur but i was in mohali becaise of my job.So, the sutuation bwcome more critical and  difficult for me because my younger brother was also not in India at that time and i was the only one in the house to do important tasks of the house.At the moment, i demanded the work from home from my company but they on the other hand were unable to provide it.I was also short of leaves as well.So in that situation initially i decides to quit the job and take care of my father.But on the same time, my senior asked me about the problem in my family and he discussed ina way like he was one of my own family members and gave me the liverage of doing10 days to do work from home and 5 days in office.So in this way i discussed my exact problem with my senior and sorted out the things without affecting my career as well.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service is what makes a customer's experience overwhelming ij terms of usinga product whereas the great custoner service is what makes the custoner feels that this organization or prpduct is very reliable and someone on the world are there to help them out when in need of emergency in terms of using the products of particular company.
What according to you makes you a good candidate for this position? | A person who va  handle and maintain team' decorum disciplin,helps solving the key malfunctioning areas of the process and produce the effective outcomes when asked to do so.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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