Subject: Trainer Candidate - Akash Sharma
From: Akash Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 8 Sep 2022 01:58:37 -0400

| | Tech Support Test

Name | Akash Sharma
E-mail | [email-masked]
Phone Number | (+91) 9670775661
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) | LUCKNOW

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 | Concentrix | Senior Quality Analyst | 16/Aug/2022 | 30000
Previous Employer 1 | Na | Na | Na | Na
Previous Employer 2 | Na | Na | Na | Na

If Selected, how much time do you need to join? | 10 days

Please briefly describe your work experience specifically in Quality?

All the basic things which a QA does I do..

Mean internal external audits, providing feedbacks to the agents if there is any markdown while auditing their contacts, calibration call, Clients calls, mystery calls, quality sessions, providing insights of the products to the agents so that they could score better C-Sat, Dip Check just to check the insights that are given to the agents they are noting them or not, live support, if there is any escalation from client side then I have to prepare RCA too providing the information is the escalation is valid or invalid and providing reports so that the agent and everyone in the operations knw what is the exact postion of the process and where we have to work, escalate Red Flags if there is any sevior or there is any similar kind or markdown that is made by max CSR or if its client escalation, provide TNI Reports.

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 | When I was working with Concentrix, the Client of my process asked us that the save replies which all the CSR's are using does not have that potential and we are getting no. of 1 stars. So I had came forward and taken that responsibility to improve the save replies by giving them the human touch as the don't sound robotic and added proper emphathy and sympathy statements accordingly, so that the agent could score better C-Sat and that could improve the score in total.

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

Giving customer service is the 1s and main motive of us. And if I say the difference between good customer service and great customer service is when you want something and we have done exactly what you want but great customer service is that when we have done something extraordinary and you loved that.
Giving solution of your problem to you is good customer service but giving resolution in 1 go and that problem don't occur back in near future is great customer service.

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

I'm keen to learn new things.
Haven't worked as a manager but have taken all the responsibilities same as the manager.
Positive mind frame.
Will go an extra mile to achieve my targets.

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

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