Subject: Trainer Candidate - sahil Singh charak
From: sahil Singh charak <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 17 Aug 2022 04:06:11 -0400

Tech Support
Test

Name

sahil
Singh charak

E-mail

[email-masked]

Phone Number

(91) 8448307665

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)

Gurugram

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

Advisor

28000

Previous Employer 1

Lupin pharmaceuticals

production
officer

may 2017

14000

Previous Employer 2

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

15-30 days

Please briefly
describe your work experience specifically in Quality?

I am
currently work as Quality evaluator on temporarily for Amazon char Process for
Us Client.

As a Quality Evaluator , I handled a team of 30 people where we do the  audit
chat conversations and provide feedback and rate the contact on certain set of
parameters.

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

Working as a quality evaluator bring up the responsibility of
your whole team. You do get appreciated if your team performs well but if your
team is not performing up to the client's parameters, you will be burdened with
the goal to improve the team's performance.

In last one year's of working in quality team, there were team when performance
of few of associate of my team was not up to mark and because if that my team
was trending below and there comes the challenging part of my job where I need
to improve the performance of my team.

First of all, I simply identified the associates and the parameters where other
team members were lacking the score. The other important thing is the identify
the the reason of not performing well.

We need check if its because of policy issues or will issue like lack of
attentiveness or any other personal issue. However,  it was purely the lack
product knowledge that was reason for the bad performance, so I start focusing
on the subjects where they need improvement and started giving feedback and
taken regular coaching sessions.

I created the performance improvement plan, where I gave them weekly targets to
show the improvements in the scores.

I have done live audits for hours to help the on live conversation with the
customer which the key to improve their performance.

Other challenge was that one of the associate was on notice period and wasn't
give his best  so, I talked with the person and also sent warning email
including the reporting manager. And at the end I have included the quality lead
to take the required actions.

After, taking such steps my team's performance get improved and it feels good
and confident when your team is at the top of table.

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

The difference between good and great customer
service is often just taking a few extra steps to make your customer feel
valued.

Let's suppose your customers are experiencing a problem and are speaking
directly with your team. In that case, they need to feel that you listen. They
need to know customer service rep. will take care of the problem and fix it.

To offer great customer service experience, you need to have a solid customer
experience strategy in place and clear processes for your team to follow. So
every customer gets the same service quality.

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

My experience of handling different types
customers from different countries since 5 years  and skills at Amazon process
makes me a good candidate for this position

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

5