Subject: Trainer Candidate - Farhan Kham
From: Farhan Kham <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 11 Nov 2021 02:53:07 -0500

Tech Support
Test

Name

Farhan
Kham

E-mail

[email-masked]

Phone Number

(91) 8706400429

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)

Ghaziabad

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

N/A

Previous Employer 1

Barclays

Process
expert

3 OCT 2021

51000

Previous Employer 2

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

I can join immediatly

Please briefly
describe your work experience specifically in Quality?

Being a
subject matter expert, i was responsible for overall team performance and
their quality and publishing the same in relevant reports.

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

The year was 2015 and it was about a colleague, who was then
recently joined and got trained completely.I was given the responsibility to
review his work before any submission. First 15 days of his review were
flawless as he was just processing the basic work of the process but later as
the complexity increases ,his errors started reflecting in the report.As a
reviewer ,i had a discussion with him to understand the root cause of an issue
.As a result of the discussion , I identified the problem area was in the way
training had been delivered to him.Then i reviewed the training topics and
method it was delivered and made some significant changes to it .And again
realign the colleague for the training.Since then there were no quality and
performance issue ever identified for that particular year.

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

It is an
effort of going beyond the expectations is the difference between good and great
customer service.

For example - any customer comes to you for their query .You just have not
responded to that query but also spend time to make customer aware about the end
to end of the process so that he should not be wasting his time and energy in
going in different directions .He will be able resolve multiple issues at his
end by having the right knowledge provided he had the authority to perform
that.

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

Anyone who likes to have End to End understanding
of the business and have an eye for detail would be a desirable candidate for
this position.

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

5