Subject: Fw: Trainer Candidate - Varinder kumar
From: Deeksha Dadu <[email-masked]>
To: "[email-masked]" <[email-masked]>
Date: Mon, 15 Nov 2021 10:03:09 +0000

doubt but check

________________________________
From: Varinder kumar <[email-masked]>
Sent: Monday, November 15, 2021 3:14 PM
To: Saurabh Dadu <[email-masked]>; [email-masked] <[email-masked]>; Deeksha Dadu <[email-masked]>; Ashish Dabral <[email-masked]>; [email-masked] <[email-masked]>; [email-masked] <[email-masked]>
Subject: Trainer Candidate - Varinder kumar

[https://www.jotform.com/uploads/lsmindia/form_files/LSM%20Logo.5ec38b9aad59e5.76825569.png]

        [https://cdn.jotfor.ms/assets/img/logo2021/[email-masked]]    Tech Support Test

Name    Varinder kumar
E-mail  [email-masked]
Phone Number    (+91) 7009557242
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)      Opposite patwari office
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        Eclerx  Senior Quality analyst  31st august,2021        23000
Previous Employer 1
Previous Employer 2
If Selected, how much time do you need to join? Immediately
Please briefly describe your work experience specifically in Quality?   To evaluate and score the employee interactions for Better Quality and Training. • Provided feedback to Analysts with a written report highlighting the positive interactions and detailing the areas for concern for each call. • Use Pareto Analysis and Fishbone Analysis to identify the defects. • Team handling and Creating the Quality Reports. • To identify issues and root cause to reduce errors. • Escalations Management - Identify and highlight specific causes for increasing call volumes, sharing key observations through detailed analysis, avoid repeats, enhance customer experience. • To ensure EWS (early warning signal) is captured on all potential escalations through call monitoring • Analysis on Avoidable Escalations/Miss-sell. • Check effectiveness of the solutions/feedback provided, especially for agents with low scores. • Evaluate cases basis a set of critical to Quality Parameters and Qualifiers. • Ensure escalations and complaints from customers are resolved with urgency and kept minimum through regular coaching and feedback to the team. • Mentoring the new joiners in the team by providing them with appropriate training sessions • Evaluated and scored the employee interactions for Better Quality and Training as an Auditor. • Provided feedback to employees with a written report highlighting the positive interactions and detailing the areas for concern for each call. • Worked in Live Chat process as well.
Have you worked as a Quality Manager in a Call Center/Customer Service/BPO Environment? Yes
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)   Good customer service: provides with solutions of the customer's queries.

Great customer service: provides solutions with better quality customer service
What according to you makes you a good candidate for this position?     Because I have achieved senior quality analyst position from junior quality analyst within my 4.4 years career with my dedication, fruitful insights, and hard work.
On a scale of 1 - 5 please rate your fluency in spoken English  4