Subject: Trainer Candidate - Amit Lamba
From: Amit Lamba <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 3 Jun 2021 08:33:21 -0400

| | Tech Support Test

Name | Amit Lamba
E-mail | [email-masked]
Phone Number | (110043) 9953455581
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) | Najafgarh

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 | EOS | Deputy Manager | 19 April 2021 | 47000
Previous Employer 1 | BIS | Assist Manager | 15 Oct 2018 | 32000
Previous Employer 2 | Karvy | Assist Unit Manager | 27 Oct 2017 | 25000

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

Please briefly describe your work experience specifically in training?

• Handling a team of 28 QAs, 10 trainers  & 2 QTL  with 600 FTE in 4 location
• Handling the Sales , Insurance ,  Inbound ,Financial account, Backend process as well
• Managing and maintaining various reports related to quality & training needs, keeping track of daily improvement & new initiatives
• Preparing various related to reviews, MBR & QBR
• Designing & developing training & development programme based on both the organization & individually needs
• Amending & revising programs as necessary, in order to adapt to the changes that occur in the work environment
• Helping line managers. Quality & Training to solve specific problems, either on one to one basis or in groups
• Monitoring calls and analyzing the area of improvement as per the quality standard
• Designing minutes of meeting (MOM), sheet for quality & training team & reviewing their performance
• Trained instructor & supervisors in techniques and skills for dealing with employees
• Identify the training & quality needs within organization
• Interacting with clients on various reports & updates directly
• Responsible for Quality & Training SLA given by Client
• Responsible for all analysis
• ACPT done on monthly basis to improve the sales & customer service
• Responsible for Soft skills & product training for all batches as well as leadership training.
• Organizing Quality and Product sessions, Briefings, and call ups for updates for Quality.
• Responsible for reproducibility score by doing ATA with Management & client.
• Responsible for Calibration with Client, operation team and Quality team.
• Responsible for C-Sat Analysis & report
• Responsible for Repeat Analysis.
• Dignified reports for performance measurement with clients.
• To be responsible to meet all agreed client SLA's & performance parameters
• Responsible to track all the quality related reports.
• Arrange all product training & Software training.
• Responsible for NHIP performance in terms of throughput/FAP/attrition
• Taking care of OJT with targets & achievements
• Arrange the TNI & TNA training for floor.
• Evaluate employees and identify weaknesses
• Identify training needs according to needs
• Based on research, plan and implement training programs that will prepare employees for the next step of their career paths
• Recruit trainers
• Lead, teach, onboard and evaluate new trainers
• Make other trainers' schedules
• Build quarterly and annual training program
• Present all the technical and supply training requirements
• Prepare budget for training programs and workshops
• Encourage employees for training
• Oversee employee attendance and performance
• Track employee success and progress
• Manage the product of program material in collaboration with internal & external team
• Communicate all the training programs on a timely basis
• Have a program announcement with strategy
• Prepare and deliver training courses
• Bring guest presenters if necessary
• Implement training KPIs
• Prepare and present reports on training program KIPs
• Responsible for team budgeting on monthly & quarterly basis.
• Responsible for all MBR & QBR for both sales & Inbound projects
• Plan Team as per business requirement and keep close track on functionality of resources by alternative checkups which include motivational session too.

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. | I never faced any difficult sitatution because we every new situtation is difgucult but we need to search the solution & resolve the problem.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Main difference between providing “good” customer service and delivering “great” customer service is that, in the former, you are probably only barely keeping your customers satisfied; while in the latter, you are not only keeping them satisfied – you are also keeping them loyal.

What according to you makes you a good candidate for this position?

My skills and knowledge about the quality. I will work as process excellence with transactional quality.

On a scale of 1 - 5 please rate your fluency in spoken English | 5

| |