Subject: Trainer Candidate - Diptyendu Naskar
From: Diptyendu Naskar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 11 Aug 2022 07:44:20 -0400

| | Tech Support Test

Name | Diptyendu Naskar
E-mail | [email-masked]
Phone Number | (+91) 9953882671
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) | Mehrauli, New 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 | Concentrix daksh services india pvt ltd | Senior operations representative | 13 aug 2022 | 18000
Previous Employer 1 | Na | Na | Na | Na
Previous Employer 2 | Na | Na | Na | Na

If Selected, how much time do you need to join? | 20 Aug 2022
Please briefly describe your work experience specifically in Quality? | We have to audit the contacts to check for quality error , non compliance, aht, and other parameters and upload those audits in pulse tool , give one on one feedbacks to associates , conducting WRM’s for the team to update about new policies and quality parameters, publish daily reports for follow ups , making improvement plan for the BQ’s
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 serving as a temp quality analyst for my organisation there was a colleague of mine who was in bq from last month , i have to be constantly in touch with him to improve in the performance however he put his resignation that same month and was not serious at all for the performance and it was giving a hit to our whole team so i talked to him like an hour daily so his morale can be boosted giving him tips so that performance did not get hampered due to him , at last after giving daily feedbacks and talking daily for an hour we came to  good terms  and afterwards  he revoked his resignation as well and now became top of the quadrille and had the top stacks in our organisation . So basically i had a lot of trouble in my tenure of this role however i overcame those by connecting with my teammates and performance got boosted due to that .

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

Good customer service - providing the resolution as per the customers query as fast as can be done .

Great customer service- when good customer service includes , emphathy , acknowledgement, taking ownership and getting connected with our customers  .

What according to you makes you a good candidate for this position? | I worked as a associate as well as a quality analyst for my last organisation so i know both the view points and how it matters to an organisation and how it can be used so organisation can gets more benefits
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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