Subject: Trainer Candidate - Poulami Chura
From: Poulami Chura <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 29 Aug 2022 04:11:10 -0400

| | Tech Support Test

Name | Poulami Chura
E-mail | [email-masked]
Phone Number | (+91) 9830865926
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) | 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 | Tata Consultancy Services | Information Process Specialist | 07 Nov 2022 | 28000
Previous Employer 1 | Capgemini Pvt Ltd | Associate | 17 April 2018 | 16000
Previous Employer 2 | | | |

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

Please briefly describe your work experience specifically in Quality?

Repetitive contact chats for same issue to check if incorrect information or incomplete information was provided on the initial contact.
Detractor chat audits following the set parameters, if incorrect information or misguided or unnecessary information has been asked or given.
Process improvement on a repetitive concern reported.
Accuracy percentage calculation of each agent.

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)

1. To the point answers given to the customer if multiple queries each to be answered precisely.
2. No irrelevant details to be asked for.
3. Constant updates to be given of the work being done.
4. Keeping the hold of the chat, pacify the customer and to give reassurance for better experience.

What according to you makes you a good candidate for this position?

Worked under high pressure and hold direct experience in handling escalated chats.
Hands-on experience in service center management ensuring customer service operations.
Excellent in supervising and controlling logistics processes and services, providing valuable suggestions for efficiency enhancement.

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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