Subject: Trainer Candidate - Pramodh S
From: Pramodh S <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 22 Aug 2022 07:32:38 -0400

| | Tech Support Test

Name | Pramodh S
E-mail | [email-masked]
Phone Number | (080) 9845930569
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 using other transport like Rickshaw
Where do you currently live (area) | Bengaluru

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 | Pippin Technologies Pvt Ltd | Trainer | Apr 20, 2022 | 45000/-
Previous Employer 1 | Capita India Pvt Ltd | Process Leader | June 08, 2022 | 38000/-
Previous Employer 2 | Visionet Systems India Pvt Ltd | Quality Controller | May 10, 2012 | 22000/-

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

Please briefly describe your work experience specifically in Quality?

Assigned tasks to individuals and ensured that they achieve them by constant monitoring
Managing Team’s performance (currently handling 14 FTEs), setting up goals, and achieving
them in a timely manner
Develop, maintain, trend, and report Key Performance Indicators
Sharing experience, knowledge, and ideas to help team members develop
Driven continuous performance improvement for business results
Establish action plans for improvement and prepare Recovery Plan to mitigate the volumes
Provide feedback on employee and/or team performance to the supervisor and/or manager
Prioritize effectively and proactively in a time-sensitive situation and consistently meet the
deadline without any miss
Ran monthly goal contests with rewards and Motivated staff to reach goals through a contest
Conducting Weekly calls with the Internal and External Stakeholders and providing the queue
current performance status and highlighting any issues faced in Offshore
Perform Quality Checks on the cases worked by the advisors and provide feedback based on
the markdowns
Preparing Quality control measures to mitigate the quality issues and ensuring that it is
sustained by performing live audits
Implementation of Quality tools while performing analysis or report summary
Sharing new and real-time updates to the team in the team meetings
Attending calibration calls and preparing the minutes of the meeting
Conduct brainstorming sessions to get inputs for the process improvement
Focusing on the bottom quartile and coaching them to move up the ladder
Implementation of process ideas to reduce the number of steps in the process and reduction of
AHT
Have transitioned 3 LOBs (Utility process) from different organizations to Capita India
Have trained 10 batches for Process-based training with an average head count of 12
Making training reports and publishing daily progress reports
Scheduling the length of training, size of the group, number of hours and sessions
Maintaining NHT tracker and conducting 1‐1 sessions with the New Hires to know about their
progress
Performing TNI & TNA analysis and initiating BQ Management
Floor walk and conducting dip check to identify the knowledge gap
Preparing evaluations and assessments based on updates for the team
Preparing EWS Tracker and sharing the weekly inputs with the Training Manager
Provide the best resolution to the customer’s complaints and queries, handling onshore
Escalations and resolving Third party Complaints such as Ombudsman, Citizen Advice Bureau,
OFWAT and OFGEM
Solving the Ombudsman Complaints escalated by the customers
Bottom quartile quality improvement under BQ plan
Ensuring that the customer problem is brought to a satisfactory conclusion
Collecting and analyzing data to monitor the level of customer service and process
improvement ideas
Sharing the team with updates and taking the initiative to help the new joiners under the
Mentor‐Mentee plan

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 | From the Quality perspective, every day poses a challenge to us wrt upgradation of existing applications/systems, changes in the existing processes, or handling multiple clients' accounts. As a Quality in charge, my utmost responsibility would be understanding new systems/applications, mapping them to our requirements, and analyzing the benefits yielded upon implementation, training the people to adapt to all the above changes. RPA is one of the best methodologies to improve process quality where system/application changes occur frequently. Cross-skilling/Upskilling the staff, often, will have an impact on Quality as fewer people can drive the process more efficiently. Timely R&R to motivate the workforce and, most importantly, identification of existing skills in each team member and mapping them to a process requirement will yield better results. These were the challenges and solutions which I have encountered in my work experience to date.

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

I would like to relate this with Quality terminologies:
Good Customer service is similar to CA - Corrective Action
Great Customer service is similar to CAPA - Corrective Action & Preventive Action.

Generalizing, good customer service caters to eventual resolution, however, great customer service caters to immediate & permanent resolutions to the problems of the customers.

What according to you makes you a good candidate for this position? | My overall work experience from an associate to a Process Lead viz to say understanding & analyzing the importance of quality from customers, employees & employers perspectives.
On a scale of 1 - 5 please rate your fluency in spoken English | 3

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