Subject: Trainer Candidate - Harshita Parmar
From: Harshita Parmar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 22 Aug 2022 12:02:28 -0400

Tech Support
Test

Name

Harshita
Parmar

E-mail

[email-masked]

Phone Number

(91) 7906936962

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)

Gurgaon

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

NIIT ltd

Senior Quality Controller

30098

Previous
Employer 1

Silverskills Pvt ltd

Relocation Analyst

23000

Previous Employer 2

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

1 month or less

Please briefly
describe your work experience specifically in Quality?

1.
Auditing of training assignments and trainings creation in LMS(Sap
Successfactors).

2. Sharing feedbacks to Ops Team members for any gap from the already
established checklists.

3. Root Cause analysis and preparing the report on it.

4. Trend analysis of by who and in which areas are the most defects
happening.

5. Preparing and Publishing Quality dashboards on a daily basis.

6. Doing calibration sessions.

7. Preparing monthly fixed incentive (MFI) reports for quality team.

8. Preparing SOPs on various updates received in the process.

9. NFTR (Not First Time Response) Audits

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

It is the time around Christmas Last year. We were expecting
the work to be in less or marginal volume but as we reached 24th December, we
got an important assignment of Exam audits which was required to be done within
the span of 1 week. The work involved was of great importance as it was a
migration of our old LMS data to new one so we have to audit everything manually
and nothing could go wrong as directed by our client. We completed the audits
and shared feedbacks to get the work corrected as soon as possible. We extended
our shift and work days to complete the whole task during New year's and gave
the final report on 2nd of January 2022. It was difficult to manage and get the
work done when you are also looking forward to enjoy the New Year's but we
managed it quite well.

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

1. Time is of great importance in today's world so resolving
customer's query eventually is good Customer service whereas doing it
immediately with quick efforts is great customer service. Holding a customer
frequently and without acknowledging is good customer service. On the other
hand, apologizing for the holding will add to customer's satisfaction i.e. great
customer service.

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

I have been responsible for the tasks I perform
before I even got to the current position. I believe if we keep our team happy
we can get the desired work output. I am very responsible and organized in my
work. I get my team meet the timelines of work.

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

5