Subject: Trainer Candidate - Anshul Vaidya
From: Anshul Vaidya <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 11 Aug 2022 05:05:22 -0400

Tech Support
Test

Name

Anshul
Vaidya

E-mail

[email-masked]

Phone Number

(011) 26205092

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)

Govindpuri New Delhi
110019

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

Aegis BPO Gurgaon

Specialist Quality

Nov 11
2022

28792

Previous Employer 1

Tech Mahindra Noida

Senior Quality
Analyst

JUNE 30 2018

24000

Previous Employer 2

Innovazion Research Pvt Ltd

Quality Analyst

Oct 4 2016

20000

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

Immediate joiner

Please briefly
describe your work experience specifically in Quality?

Transactional Call Quality for voice chat and email based
transactions

Have you worked as a Quality Manager in a Call
Center/Customer Service/BPO Environment?

No

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

Agents are prone to mixing prior experience with call scripts
as such pleasantries and sales script are shared by agents in services
processes.

Use of generic verbiage leads to defects in call hygiene and as such it is
difficult to share repeative feedback with agents on the concern and make agent
realise and avoid this mistake

Quality tools such are RAG analysis, pareto analysis and control charts can help
identify pattern however sometimes it is difficult to parameterise specific
error observation towards TNI with training team and team leaders

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

1. Understanding process
details and identifying service difference is important part of BPO
industry.

2. An agent should be able to recognize service difference basis which agent
need to share process detail and status related to customer concern.

3. Agent need to explain process sympathetically and eliminate customer concern
or raise a appropriate concern complaint and share a ticket number for future
reference.

4. Process bias and individual bias can be determined routinely with ACPT
analysis. One to one feedback may be shared with agents and further TNI need to
developed for better process performance.

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

5 years
of experience in Transactional Call Quality domain

Six Sigma Green Belt and Six Sigma Black Belt professional

PG Diploma in Statistics credential

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

4