Subject: Trainer Candidate - Ashish Peter
From: Ashish Peter <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 17 Aug 2022 02:12:24 -0400

| | Tech Support Test

Name | Ashish Peter
E-mail | [email-masked]
Phone Number | (91) 9650041280
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) | Gurgaon but can relocate to Noida

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 | Unacademy | Senior. QA | 16th Aug'22 | 46k
Previous Employer 1 | Teleperformance | QA | 18 Sept'20 | 32k
Previous Employer 2 | IBM | Senior Executive | n | 25k

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

Please briefly describe your work experience specifically in Quality?

Working as a Senior Quality Analyst with Unacademy(An online learning education platform),
Evaluating BDE’s(Business Development executive)counseling calls.Taking BDE’s quality session,giving them
feedback on the basis of their audited call.Giving training to bottom quartile BDEs.Doing Grievance/Escalations
RCAs, Regular/Sampling/Hygiene Audits,Calibration,Publishing DQR(Daily quality report),Referral adherence report,
Defect report SM/BDE wise on weekly/monthly basis,Productivity Report.

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 | we all worked as QA then some as Senior QA & some as QAs and whenever any dip down of Quality score came up so all had worked together in order to get our scores increased by working more & more on our agents ...as via providing them timely feedback / giving them pre/post shift briefings / Discussing on the AOI they are lacking one on one discussion as one on one discussion impacts agents more then a group as leads them to open else in crowd/group they can't open thus, unable to express their week points
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | As per me both Good & Great customer are best until & unless they won't good customer service from our end.
What according to you makes you a good candidate for this position? | My skills of auditing / making bonds with the team mates / Interacting with our colleagues.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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