Subject: Trainer Candidate - Soma Roy
From: Soma Roy <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 24 Aug 2022 07:56:01 -0400

| | Tech Support Test

Name | Soma Roy
E-mail | [email-masked]
Phone Number | (+91) 8527212205
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) | Saket

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 | British Telecom | Sr Executive | 8th June/2022 | 30000
Previous Employer 1 | V Connect Solution | Tech Support Analyst | 5th Aug'2015 | 15000
Previous Employer 2 | NA | NA | NA | NA

If Selected, how much time do you need to join? | immediate
Please briefly describe your work experience specifically in Quality? | Worked closely with Quality analyst in auditing and sharing case wise RCAs with management
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

1.Frequent changes in SOPs due to uncontrollable reasons...for eg: weather change, Covid Pandemic natural calamity etc leads to process errors and can be challenging.

2. Operational order gets completed much before the TAT however due to tool limitations, order remains incomplete . After the observation and discussion with the Onshore Team, the TAT was lessen down.

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

Good customer service is just following the basic for meeting the requirements.

Great customer service is to give extra efforts and making the experience great for the Customer.

Great Customer Service is going out of the box, acknowledge the issue, take ownership and resolve the issue of the customer

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

1. Adaptability
2. Team Worker
3. Fast Learner
4. Analytical mind

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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