Subject: Trainer Candidate - Pankaj joshi
From: Pankaj joshi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 21 Apr 2023 02:23:28 -0400

| | Tech Support Test

Name | Pankaj joshi
E-mail | [email-masked]
Phone Number | (91) 9650819507
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 | HCL | Quality analyst | 29/may/2023 | 20k
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?

Sample distribution: Assigning the Targets to the team / QA to audit the calls.
• Handling client escalation: To assign the particular call to the QA and ask to share their observation and root cause.
And share the feedback with the particular agent.
• Reconciliation and Adherence: Preparing the data week on week to check the targets are met or not for the QA
• Daily Feedback pendency report. Collecting and collating the data to check QA pending feedback. For the different region and
location so that it can be accepted on within time frame so that it may not impact the project controller.
• Monthly Feedback Acceptance Report.
• (SLA) Service level Accuracy report: Preparing the data to check Are we completing 1% monitoring of the forecasting calls and
what is our AQS (Average quality scores)
• Empathy Dash Board. Maintaining the empathy dash board week on week to check which agent is scoring less than 85% in
professionalism. So according to the data we arrange soft skill training, Call listening session with and agent and QA feedback
session.

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 that a person responsible for managing and improving the quality of the BPO sector may face is ensuring that the processes and procedures are up-to-date, efficient, and effective. In today's fast-paced business environment, keeping up with the changes in technology, customer preferences, and competitive landscape is a herculean task.

The BPO industry is constantly evolving, and keeping pace with the changes require proactive thinking, extensive planning, and execution. From managing the workflows to engaging with stakeholders, the responsibilities of a BPO manager are multi-faceted and demanding.

Some of the challenges that can be encountered include managing fluctuating workloads, delivering quality customer service consistently, managing a geographically dispersed team, ensuring data security, and choosing the right technology and tools to support the business.

One of the most challenging situations that a BPO manager may face is dealing with an unexpected drop in customer service quality. Typically, customers will communicate their dissatisfaction with a service provider by leaving negative feedback, reducing spend, or even taking their business elsewhere. This can be a critical moment for a BPO manager, where they will need to identify the root cause of the customer dissatisfaction quickly, and put in place actions to rectify it.

In a BPO environment, workforce management is key to providing high-quality customer service. A sudden increase in call volumes, staff shortages, or issues with technology can all impact the ability of the team to deliver customer service to the expected level. In these situations, the BPO manager needs to communicate quickly with the team, identify the cause of the issue and put in place steps to rectify it. This could involve hiring temporary staff to manage the increased workload, working with technology vendors to resolve technology issues, or adjusting scheduling to ensure adequate staff coverage.

Another challenge that a BPO manager may face is ensuring data security. BPOs typically handle sensitive customer information such as personal identification information, credit card information, and other confidential information. Data security breaches can lead to customer mistrust and significant financial losses. Therefore, the BPO manager has a responsibility to implement stringent data security measures, such as regular training on security best practices, having secure access to customer data, and using encryption and firewalls to prevent unauthorized access.

In conclusion, managing and improving the quality of the BPO sector can be a challenging and complex role. It requires a range of skillsets, including strong leadership, communication, and problem-solving abilities. However, with the right approach and an agile mindset, a BPO manager can overcome these challenges and deliver high-quality customer service that meets or exceeds customer expectations.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service involves meeting the basic needs of customers, such as answering questions and resolving issues in a timely and polite manner. Great customer service, on the other hand, goes above and beyond to exceed customer expectations by providing personalized experiences, anticipating their needs and preferences, and creating emotional connections that build loyalty. Great customer service also involves actively listening to customers, proactively addressing their concerns, and consistently delivering high-quality service that leaves a lasting impression. It is about delighting customers and building long-term relationships that drive repeat business and positive referrals
What according to you makes you a good candidate for this position? | Yes because I am working with HCL technologies. And I know how to deal with the client. And I have hunger to learn new things.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

| |