Subject: Trainer Candidate - Varinder kumar
From: Varinder kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 15 Nov 2021 04:44:41 -0500

| | Tech Support Test

Name | Varinder kumar
E-mail | [email-masked]
Phone Number | (+91) 7009557242
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 can commute only using Metro
Where do you currently live (area) | Opposite patwari office

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 | Eclerx | Senior Quality analyst | 31st august,2021 | 23000
Previous Employer 1 | | | |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | Immediately
Please briefly describe your work experience specifically in Quality? | To evaluate and score the employee interactions for Better Quality and Training. • Provided feedback to Analysts with a written report highlighting the positive interactions and detailing the areas for concern for each call. • Use Pareto Analysis and Fishbone Analysis to identify the defects. • Team handling and Creating the Quality Reports. • To identify issues and root cause to reduce errors. • Escalations Management - Identify and highlight specific causes for increasing call volumes, sharing key observations through detailed analysis, avoid repeats, enhance customer experience. • To ensure EWS (early warning signal) is captured on all potential escalations through call monitoring • Analysis on Avoidable Escalations/Miss-sell. • Check effectiveness of the solutions/feedback provided, especially for agents with low scores. • Evaluate cases basis a set of critical to Quality Parameters and Qualifiers. • Ensure escalations and complaints from customers are resolved with urgency and kept minimum through regular coaching and feedback to the team. • Mentoring the new joiners in the team by providing them with appropriate training sessions • Evaluated and scored the employee interactions for Better Quality and Training as an Auditor. • Provided feedback to employees with a written report highlighting the positive interactions and detailing the areas for concern for each call. • Worked in Live Chat process as well.
Have you worked as a Quality Manager in a Call Center/Customer Service/BPO Environment? | Yes

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)

Good customer service: provides with solutions of the customer's queries.

Great customer service: provides solutions with better quality customer service

What according to you makes you a good candidate for this position? | Because I have achieved senior quality analyst position from junior quality analyst within my 4.4 years career with my dedication, fruitful insights, and hard work.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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