Subject: Trainer Candidate - Giri Prasad Sanka
From: Giri Prasad Sanka <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 27 May 2021 08:50:48 -0400

| | Tech Support Test

Name | Giri Prasad Sanka
E-mail | [email-masked]
Phone Number | (91) 9010228696
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 have my own 2/4 wheeler transport
Where do you currently live (area) | Current work location is Bangalore. I'm ready to relocate - as my native is Tenali, Guntur, Andhra Pradesh

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 | NoBroker.in | Sr.QA | Currently Working | 38352+incentive
Previous Employer 1 | Home Credit India Finance Pvt Ltd | Sr.QA | 21st Sept'19 | 27200+incentive
Previous Employer 2 | Hinduja Global Solutions | Training & Quality Executive | 3rd Jul'15 | 16491

If Selected, how much time do you need to join? | 30 days

Please briefly describe your work experience specifically in training?

Had experience of been a Executive & Sr. Executive - Training on paper while working at Hinduja Global Solutions, Guntur n Bangalore.

It's a Training & Quality Role - Also a certificate Process Trainer from Airtel client to take NHT batches during my tenure at HGS

As a Training & Quality Role hold the responsibilities like

Train NHT batches on Product & Process
Assisting new trainees in OJT
To conduct and refresher training sessions on TNI and TNA, TNE

To audit calls, to identify areas of improvement and to share feedback to associates
To conduct Quality Induction, Dip checks and surprise tests
To do the Call Quality Certification Audits of New Hires
Weekly, monthly Reports Quality Reports and Training Batches wise and zone level Reports

Been - Simulation Project SPOC for Zone
Acting PAN India Co-Ordinator for Simulation Call Quality Reports data consolations
Publishing  Training Batches Simulation Call Performance reports at Centre level and Pan India level

Initiative got recognition at HGS as part of Training Team:

to make the trainees are familiar with the all the user applications and their tabs in the NHT itself and to come up the learning curve – designed a System navigation tool – which help Agents to give the optimal call handling time in the OJT

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

Please tell us below in 300 - 500 words about the most difficult situation you faced either while training or managing a team.

Training Exp: Agent struggling to navigate between system tabs - leading to high AHT in OJT have
- initiative taken:- to make the trainees are familiar with the all the user applications and their tabs in the NHT itself and to come up the learning curve – designed a System navigation tool – which help Agents to give the optimal call handling time in the OJT

Team Handling Exp.: Beeing a Trainer n QA - one has to maintain maintain many number of reports - at times we tend to forget / delay updating respective trackers - while being a Sr.QA at Home Credit - it's more difficult and time take activity - to consolidate data for each and every weekly report to publish - as a fix
- At Home Credit, Designed QA All-in-One tracker which is a consolidation of 8 different tracker which QA are expected must to maintain day on day – to ensure the data availability on time and reduced hassle in maintain multiple trackers with some formulation for unique columns

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good Customer service helps in getting customers - great customer service helps in getting customers from customers
What according to you makes you a good candidate for this position? | Experience in Training & Quality functions in customer service, tele-collections & tele-sales in various roles as team member, team lead and individual contributor
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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