Subject: Trainer Candidate - V Ravindra reddy Varikoti
From: V Ravindra reddy Varikoti <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 25 Aug 2022 02:32:09 -0400

Tech Support
Test

Name

V Ravindra
reddy Varikoti

E-mail

[email-masked]

Phone Number

(+91) 8143618679

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)

Andhra Pradesh

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

Tech Mahindra

Sr.associate quality

07/03/22

22000

Previous Employer 1

Hdfc life

Business
development manager

18/7/19

18000

Previous Employer 2

NA

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

Available immediately

Please briefly
describe your work experience specifically in Quality?

Intially
I joined Tech Mahindra as an associate later I got promoted as an QA

As a QA my responsibilities are doing target audits given by TL and giving
feedback to associates, participating in calibration and preparing pkt questions
for associate's and conduct meeting with agents to provide process
updates

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

While I'm working as QA there is an associate called sai
Kiran, his quality scores are too low and we got escalation from client. I used
to do 40-50 audits per day for that associate, later I observed that he is not
doing willingly because of skill issue he is not performing well, later I took
daily 1hr continuously 2 weeks to coach him. After couple of weeks he got
appreciation from customer in several calls and his CSAT score also improved a
lot.

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

According
to me  meeting expectations of customer is good customer service and exceeding
expectations of customer is great customer service.

Good customer service representatives will get the problem solved eventually.
Great customer service representatives will get it solved immediately, doing
everything they can to remedy the problem at hand.

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

I can
give my best and I have more than 1 year experience in quality as ad-hoc QA and
Even I have 2 years experience as associate that will help me to guide associate
properly

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

3