Subject: Trainer Candidate - Akansha Saxena
From: Akansha Saxena <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 11 Nov 2021 02:36:16 -0500

| | Tech Support Test

Name | Akansha Saxena
E-mail | [email-masked]
Phone Number | (91) 8860012818
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) | Indirapuram

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 | Happyeasygo | Quality & training DM | Currently working | 8 LPA
Previous Employer 1 | IO digital | Quality & training DM | April 2010 | 8 LPA
Previous Employer 2 | Tech Mahindra | Quality Lead | July 2019 | 5.5 LPA

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

Please briefly describe your work experience specifically in Quality?

• Monitoring training and quality team activities and assigning tasks.
• Analyze the data thoroughly to find the areas of growth
• Develop strategies to improve the production process
• Eyeing on the objectives to maximize the profitability of the organization
• Providing training to individuals who handle the product
• Make sure whether all the legal standards are met and review thoroughly the existing policies and standards
• Review the organization’s process to ensure whether they align with the current policies
• Formulate timely reports and documentation to track progress
• Identify the training requirements to meet the quality standards
• Develop and monitor corrective measures
• Make documentation of internal audits and quality assurance activities
• Plan, conduct, and monitor the test, and inspecting the products to ensure its quality
• Take a look at customer complaints
• Analyze the data to find the areas for improvement.
• Creating process and work flow charts to carry out the implementation of the new processes.

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

During the covid times, and working into travel domain where in there were challenges from airlines,vendors, and overflow of customer concern regarding the cancellation of travel plan, leads to lot of challenges to management. Planning out the day to day work list managing the employees with their work target so that customers should not face huddles for their hard earned money. Refund management to was the priority to get out of the situation by helping the customer and saving the brand rapport. During this time when the employees were demotivated and getting the overflow of work done in a proper way so as to meet the customers requirements along with the proper management of the organisation.
So things in such times where in the work load is more and being into quality, I need to balance the quality of work too as quantity affects the quality. There my core job was to maintain the quality of work along with the proper coaching of the agents. Then was the condition when the process quality was at stake as things were pending from the vendors and we have to take care of the customers request and keep motivating the employees to work in the way they were supposed to be.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service reps will get the problem solved eventually. Great customer service reps will get it solved immediately, doing everything they can to remedy the problem at hand.
What according to you makes you a good candidate for this position? | As I processed all the qualities that a person should have to apply for this profile. Further my experience and certifications like six sigma green belt, project management and other tools matches the skill sets requested for the position.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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