Subject: Trainer Candidate - Satyendra Singh
From: Satyendra Singh <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 27 Jul 2022 04:15:36 -0400

Tech Support
Test

Name

Satyendra
Singh

E-mail

[email-masked]

Phone Number

(91) 7597525469

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)

Noida Sector 121

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

Concentrix

Assistant manager

54000

Previous
Employer 1

Tech Mahindra

Team leader

12 March
2021

35000

Previous Employer 2

Convergys

Sr. Technical
support Engineer

September 2017

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

30 days

Please briefly
describe your work experience specifically in Quality?

Managing
a team of 85 associates and 7 team leaders and helping customers with general

and advanced troubleshooting.

• Monitoring each associate of my team & team leaders, their progress
towards goal

attainment, utilizing measurable data in spreadsheet applications

• Devised measurable and observable steps to achieve operational outcomes.

• Develop, maintain, trend and report key performance indicators

• Ensuring compliance with preset qualities, parameters so that business can
achieve key

metrics

• Manage the team performance and responsible for the overall development of
the team

• Manage and strength client relationship

• Consistently and effectively implement the performance management process as
a

leadership tool to help the employees maximize their performance

• Perform other duties as assigned by the manager

• Manage team workload distribution and structure to ensure consistent good
performance

• Establish action plan for improvement.

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

When I was working as a team leader had faced one incident
with quality analyst as he was giving feedback to one of my team member where
advisor was not agree with the feedback and mark down and started asking
questions some of them where irrelevant instead of explaining QA started forcing
and showing anger to accept the feedback which resulted in dispute and then a
big escalation. Where I had to jump in and talked to each of them individually
and tried to understand what is their point of view then explained them what,
how and why it was done by QA and similarly explained QA how we can educate
it.

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

Good
customer service is giving the information or resolving the customer
concern.

Great customer service is going extra mile for customer and providing
information which can help customer in present or future apart from resolving
his concern and not being robotic over call or chat

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

As I have
good amount of experience in BPO have dealt with several international clients
ranging from Microsoft to Apple closely seen their quality parameters and helped
team to achieve it along with that working with Apple has given more experience
about how it is important since Apple as a client is very serious about quality
and compliance.

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

5