Subject: Trainer Candidate - Harsh Pandita
From: Harsh Pandita <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 13 Nov 2021 04:12:23 -0500

| | Tech Support Test

Name | Harsh Pandita
E-mail | [email-masked]
Phone Number | (91) 7006644109
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) | Jammu

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 | Amazon | Resolution specialist | Still working | 41000
Previous Employer 1 | | | |
Previous Employer 2 | | | |

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

Please briefly describe your work experience specifically in Quality?

I have worked with the training team and quality team for 1 year.
Auditing contacts via email, chat and calls.
Provided training to the new hires and assisted them until graduation.

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

There were many situations like this however there was once an issue with a particular associate who was facing alot of issues in facing the customers and was making very compliances.
So then we had to work around his/her performance and helped them achieve good metrics to get them graduated through.

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

Good customer service is just focusing on the current situation and great customer service is focusing for the future endevours as well.
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?

I have worked with Amazon customer service since 3 plus years.
Also I have worked with the quality and training team to audit contacts and perform compliance actions.

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

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