Subject: Trainer Candidate - Gaurav Gaurav
From: Gaurav Gaurav <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sun, 7 Aug 2022 01:37:42 -0400

| | Tech Support Test

Name | Gaurav Gaurav
E-mail | [email-masked]
Phone Number | (91) 8090620602
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) | New Delhi

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 | Zomato media private limited | Senior quality analyst | 2 September | 48 K
Previous Employer 1 | Concentrix | Associate | July 2017 |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 0 Days

Please briefly describe your work experience specifically in Quality?

Improved in CSAT and performance of the process using 5Why.

Mentoring newly hired quality members.

Managing cost reduction.

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 | In Zomato when we were about to launch the IPO we were dipping in our CSAT and it was quality who need to take care of these things. We introduced different projects for customer, associate, services and technology which should be driven hand in hand to achieve the goal. We scrubbed data and introduce R&R to motivate everyone, re-training was being done for the cases where it was difficult to reach the CSAT score, new policy were introduced and explained to each and everyone within short span, were taking sessions to make sure everyone is motivated till the end.

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

Good service are only meant to fullfill the needs that customer needed or there requirement is fulfilled and no any complimentary services are provided.

Great can be defined as services where one has done beyond the requirements like as in we can say welcome drinks in hotel or restaurant. The service are not essential but they will surely delight the customers.

What according to you makes you a good candidate for this position? | I have the ability to manage the work timely, hard worker and keep motivating my team to do better and better.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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