Subject: Trainer Candidate - Sourav Saha
From: Sourav Saha <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 8 Aug 2022 11:23:37 -0400

| | Tech Support Test

Name | Sourav Saha
E-mail | [email-masked]
Phone Number | (91) 9163868362
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 using other transport like Rickshaw
Where do you currently live (area) | kolkata

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 | WiproLtd | QA | 26 aug | 20000
Previous Employer 1 | Adhan pVt ltd | associate | 29 oct | 12000
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 20 days

Please briefly describe your work experience specifically in Quality?

● Develop and execute test plans and provide updates on time to ensure that all objectives are met as per clients need.
● Assessing Agents functionality, reliability, performance, and quality of the service.
● Identifying the defects within the business and finding the root cause.
● Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved. Work on a continuous process of evaluating and identifying key behavior that drives sale and improve customer experiences.
● Compile and analyze statistical data on Excel.
● Draft quality assurance policies and procedures.
● Investigate customer complaints and find where the Agent or Business is lagging behind. Auditing and solving client Escalations.
● Calibrating the cases internally with the team to ensure minimum difference in the ratings.
● Preparing audit dash boards & reports on Excel, PowerPoint.
● Conduct call and chat audits as per guidelines of the business.

Have you worked as a Quality Manager in a Call Center/Customer Service/BPO Environment? | Yes

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

The delay in making some major decisions affects the project timeline. The most common dilemma arises regarding questions like when should this task be implemented in the project life cycle, Is the new task time consuming, or is it necessary to do a major functional change just a week before release.
addtionally , there was a dilemma within team members regarding internal calibration variances.Dilemma turned into a altercation after a while, to be a manger , my main purpose was to make the people calm and collaborate with each other after hearing all members opinions and at the end came into a colclusion that all agreed with.
The best way out is to work as a dedicated team. Discuss the risk among the team members and make a relevant decision.So talking out things and discussing in calm manner can resolve any problems or get through difficult situation.

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

Good customer service is what we get what we expect when things are optimal. Politeness, speed, and accuracy are key components.

Exceptional customer service is when we get what we do not expect. Beyond what is required, surprising in a good way, thoughtful to the max, more caring than just competent, and focused solely on making your experience unexpected.

What according to you makes you a good candidate for this position? | My skill set is a perfect match for the job requirements. In particular, my Analysis , Attention to details and handing escalation etc all these skills and experiences make me an ideal candidate for the position. For example, at my last job, I have been one of the top contributor interms of making the best possible improvements to the business and help the team team of five employees excel, and we had the top record of our company branch
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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