Subject: Trainer Candidate - Thava Mani Naresh Kumar
From: Thava Mani Naresh Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 15 Nov 2021 02:39:35 -0500

Tech Support
Test

Name

Thava Mani
Naresh Kumar

E-mail

[email-masked]

Phone Number

(+91) 9811854432

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)

delhi

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

Pacific BPO Pvt Ltd

TL-ops

40750

Previous
Employer 1

VMG BPO

Senior Rep

38000

Previous Employer 2

Medvance Health

TL-ops

35000

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

Depends on offer, notice is 90 days

Please briefly describe your work experience specifically in
Quality?

Currently, handling team of auditors, auditing
calls handled by agents.

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

This is the situation in one of my previous organization,
where in one of the auditors is not performing at the expected levels, for which
we are badly questioned from client as that was FTE process.  It was difficult
for me as that person was quite senior to me both age wise and experience wise,
and at some point he was my mentor when I joined that organization. I had to put
him on PIP, and made that auditor understand the business requirements, took him
out of production, his work was audited internally and updates were provided.
He cleared the PIP phase and got back to production and is one of the best
performers since then.  I am still in touch with him and it feels good that I
strongly stood by someone who needed mental support at that given point of
time.

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

Great CCS
always tries to provide resolution to query on call or first call resolution.
Be patient and don't interrupt or over overtalk angry customer.  Always thank
the customer after hold. Always be sympathetic and empathetic towards the
customer.

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

As a leader, I have keeness to help customers,
good listener, make team understand the requirements, motivator, provide support
to team, bridge gap between management and team.

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

5