Subject: Trainer Candidate - Jagdeep Singh
From: Jagdeep Singh <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 10 Mar 2021 06:31:05 -0500

| | Tech Support Test

Name | Jagdeep Singh
E-mail | [email-masked]
Phone Number | (91) 9991211655
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) | gaur city 2 14 avenue

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 | Tech Mahindra | Trainer | 25-Feb | 18000
Previous Employer 1 | | | |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 5

Please briefly describe your work experience specifically in training?

Own the training of process and product for new hires.
● Conduct interviews for potential candidates and assess trainability on communication skills.
● Drive qualitative performance effectiveness and superior customer experience of the Customer Connect Team
through effectiveness of product/process knowledge.
● Conduct Refresher training on the floor.
● Conduct Call audits and provide comprehensive feedback.
● Fulfil the role of SME/Floor Coach during times when there are no batches.
● Analyze customer survey results, formulate improvement initiatives and drive their implementation across
aligned team/s
● Ensure successful execution of training needs including resource planning and measuring program training
effectiveness
● Responsible for on-going classroom/ on-floor observations of focus groups, providing guidance, mentoring and
support that focuses on performance improvement
● Monitor and ensure completion of daily training administrative work such as timekeeping, and other
administrative tasks as required in a timely and accurate manner
● Create PKTs for agents and supervisors month-month.
● Scheduling training planner for BQ management and monitoring plan.
● Assist/support team members with personal development planning.
● Monitoring Business Partner Training SOP. Assist/support team members with personal development
planning

Have you worked as a trainer in a Call Center/Customer Service/BPO Environment? | Yes

Please tell us below in 300 - 500 words about the most difficult situation you faced either while training or managing a team.

End-to-end responsibility for planning and executing assigned training and development programs and project.
● Provide process training to new and existing employees for all functions.
● Also involved in need analysis, content development, professional effectiveness, and high potential and
leadership development programs.
● Deliv Assist/support team members with personal development planning content using VAK methodology in
a variety of formats, including classroom and blended learning programs.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | the basis & most important difference is communication & comprehension as everybody can be trained for a job but communication help to make a connection with the customer which makes a difference
What according to you makes you a good candidate for this position? | Relevant Experience & Knowledge of different training methodology as a certified trainer for both classroom training & virtual training
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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