Subject: Re: Trainer Candidate - Varinder kumar
From: HR Livesalesman <[email-masked]>
To: Deeksha Dadu <[email-masked]>
Date: Mon, 15 Nov 2021 03:26:15 -0700 (MST)

Broken english 

Regards, 
Harpreet Jaswal 
Cherry E Commerce Services Pvt. Ltd . 
Noida, India 
+911204332621 Ex.12 
+917042335393 

----- On Nov 15, 2021, at 3:33 PM, Deeksha Dadu <[email-masked]> wrote: 

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 

	

	
			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