Subject: Trainer Candidate - Yashvi Sharma Yashvi
From: Yashvi Sharma Yashvi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 22 Jul 2022 19:50:15 -0400

| | Tech Support Test

Name | Yashvi Sharma Yashvi
E-mail | [email-masked]
Phone Number | (91) 9414715413
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) | Faridabad

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 | Adobe TP | QA | Not yet | 34 k
Previous Employer 1 | MetLife | QA | 28-10-2019 | 22 k
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 60 days

Please briefly describe your work experience specifically in Quality?

Monitor transaction
RCA
Calibration
Team Huddles
Preparation of Dashboard
KPI
Floor Support
Lean initiative

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

Once we received an escalation from our stateside team, and it is a huge financial loss to the customer.
Customer put a legal notice against company that as promised by the agent he did not received refund yet

After doing the Root Cause and analysis we as a team found that instead of 200000 agent gave a refund of 20000 only.
Only a single 0 made this blunder. We coach the agent and circulate it to entire team as a flyer.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service reps will get the problem solved eventually. Great customer service reps will get it solved immediately, doing everything they can to remedy the problem at hand.
What according to you makes you a good candidate for this position? | strong QA analyst must have a comprehensive understanding of your company. They need to be intimately familiar with your processes, your values, and your goals. They must be well-versed in your agents' procedures, Service Level Agreements, and your established QA process.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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