Subject: Trainer Candidate - Sourav Shaw
From: Sourav Shaw <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 20 Apr 2023 12:56:24 -0400

| | Tech Support Test

Name | Sourav Shaw
E-mail | [email-masked]
Phone Number | (+91) 7003618581
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) | Kolkata

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 | Uittlity hub llp | Sr. Quality analyst | 12/05/2023 | 21500
Previous Employer 1 | Mascon computer services Pvt | Sr. Quality analyst | 30/09/2022 | 18500
Previous Employer 2 | Kochar info tech Pvt Ltd | Quality analyst | 28/06/2021 | 16000

If Selected, how much time do you need to join? | 10 day minimum

Please briefly describe your work experience specifically in Quality?

Job Role in Swiggy:-
Audit the chat and call given the feedback to the agent. Attained the client calibration, Conducted the internal calibration, Done the hygiene checked of the processed ( High AHT of the chat and call, Conducted Processed dip-check in the processed via google G-from, Image verification of the Wrong items, Order mark as delivered etc,)

Job Role in Foodpanda:-
Audit the chat and given the feedback to the agent, Attained the client calibration, Conducted the internal calibration, Prepared the dashboard and published ( External and internal ), Prepared the RCA for the client and SM (social media) escalation, Audit the D-sat chat analysis shared the feedback to the agent. High Aht chat audit analysis shared the feedback to the agent. Prepared the WBR ( Weekly biased review) format for the client also for the MBR format (Monthly biased review ) QBR format (Quarter biased review) for the client. Given the TNI to the agent along with the trainer. Taken the review form the quality’s on the weekly biased and motived them for the butter performance.

Quality Assurance
€ Analysing process KPI to arrest defects, formulating & implementing plan of action to meet process KPI
€ Ensuring continuous interaction with the customer to work upon the concern areas and ensure improved service levels in minimum TAT.
€ Ensuring timely and consistent reporting of Quality trends. Analyze & evaluate report trends.
€ Building and maintaining healthy business relations with clients, ensuring high customer satisfaction matrices by achieving delivery & service quality norms.
Team Management
€ Evaluating team performance against the set targets, doing need based planning & training, providing valuable feedback for improvement.
€ Creating & environment that sustain and encourages high performance; motivating teams in optimizing their contribution levels.

Key Deliverables:
€ Managing Quality for customer care for Swiggy chat & voice. Lines of Business handled:
€ Managed Quality for customer care for Foodpanda Chat. Lines of Business handled:
€ Keeping track of Audit and Feedback coverage.
€ Generating reports on key Quality KPIs.
€ Organizing Calibration Sessions
€ Conducting and attending sessions wherein the quality team addresses the operations team to discuss plan of action to enhance quality performance of process.
€ Analyze the process gaps and send suggestions to client for process improvement.
€ Doing Root Cause analysis of client escalations and taking necessary action.
€ Working as a member of fraud management team and doing regular hygiene checks.

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

Job Role in Swiggy:-
Audit the chat and call given the feedback to the agent. Attained the client calibration, Conducted the internal calibration, Done the hygiene checked of the processed ( High AHT of the chat and call, Conducted Processed dip-check in the processed via google G-from, Image verification of the Wrong items, Order mark as delivered etc,)

Job Role in Foodpanda:-
Audit the chat and given the feedback to the agent, Attained the client calibration, Conducted the internal calibration, Prepared the dashboard and published ( External and internal ), Prepared the RCA for the client and SM (social media) escalation, Audit the D-sat chat analysis shared the feedback to the agent. High Aht chat audit analysis shared the feedback to the agent. Prepared the WBR ( Weekly biased review) format for the client also for the MBR format (Monthly biased review ) QBR format (Quarter biased review) for the client. Given the TNI to the agent along with the trainer. Taken the review form the quality’s on the weekly biased and motived them for the butter performance.

Quality Assurance
€ Analysing process KPI to arrest defects, formulating & implementing plan of action to meet process KPI
€ Ensuring continuous interaction with the customer to work upon the concern areas and ensure improved service levels in minimum TAT.
€ Ensuring timely and consistent reporting of Quality trends. Analyze & evaluate report trends.
€ Building and maintaining healthy business relations with clients, ensuring high customer satisfaction matrices by achieving delivery & service quality norms.
Team Management
€ Evaluating team performance against the set targets, doing need based planning & training, providing valuable feedback for improvement.
€ Creating & environment that sustain and encourages high performance; motivating teams in optimizing their contribution levels.

Key Deliverables:
€ Managing Quality for customer care for Swiggy chat & voice. Lines of Business handled:
€ Managed Quality for customer care for Foodpanda Chat. Lines of Business handled:
€ Keeping track of Audit and Feedback coverage.
€ Generating reports on key Quality KPIs.
€ Organizing Calibration Sessions
€ Conducting and attending sessions wherein the quality team addresses the operations team to discuss plan of action to enhance quality performance of process.
€ Analyze the process gaps and send suggestions to client for process improvement.
€ Doing Root Cause analysis of client escalations and taking necessary action.
€ Working as a member of fraud management team and doing regular hygiene checks.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service is just an average customer service satisfaction. The great customer service is that we are meeting the customer all requirements.
What according to you makes you a good candidate for this position? | I have already under training of lean six Sigma green belt and black belt training. A lean six Sigma professional is help the process improvement and process growth. It's help to reduce the penalty from the client and achieve the client reward.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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