Subject: Trainer Candidate - Surabhi Jain
From: Surabhi Jain <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 21 May 2021 04:44:55 -0400

| | Tech Support Test

Name | Surabhi Jain
E-mail | [email-masked]
Phone Number | (91) 8802316679
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) | Ghaziabad

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 | Evelyn Learning Systems Pvt Ltd | Quality Analyst | |
Previous Employer 1 | Recenturesoft Infotech Pvt Ltd | Senior QA | |
Previous Employer 2 | Times Internet Ltd | Senior Officer 2 | |

If Selected, how much time do you need to join? | 15-20 days
Please briefly describe your work experience specifically in training? | I was responsible for training of new joiners in the team for quality process. I was also responsible for maintaining and updating the SOP of the process. My responsibility included publishing of quality scores and preparing reports. I had to give one on one feedback to the team members who were scoring below benchmark. I have to train them to improve quality score and overall process quality.
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. | The most difficult situation I have faced while managing a team was that once I was giving feedback to a team member but she was not ready to accept her mistakes. I told her the criticality of the errors she had done and what can be the after effects of such errors on the company. I tried convincing her and she took the feedback positively and ensured that she will not do such errors again. This helped in improving the quality of the process.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service is providing a customer service which meets the expectations of the customer. But great customer service is going out of the way to solve the queries of the customer so that the customer is satisfied and the trust is build between the customer and the company.
What according to you makes you a good candidate for this position? | I have 4.5+ years of similar work experience as required for the profile.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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