Subject: Trainer Candidate - Kajal Mahaur
From: Kajal Mahaur <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 26 Aug 2022 01:39:47 -0400

Tech Support
Test

Name

Kajal
Mahaur

E-mail

[email-masked]

Phone Number

(91) 8860402054

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)

Filmistan Delhi
110006

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

Mobikwik

Quality analyst

25000

Previous
Employer 1

Previous Employer 2

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

15 days

Please briefly
describe your work experience specifically in Quality?

I am
carrying 6 years experience with me , earlier in sales and customer support
promoted as quality in my current organisation ( Mobikwik) where we need to
audit calls , tickets and social media ( mail , twitter, faceboook ) platforms
moreover we track NPS score and reporting on daily weekly and monthly
basis.

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

As quality analyst we need to assure of quality and NPS score
of team agents. One an agent was name Shashank who easily gets hyper on users
when they ask same question repeatedly due to our system technical fault . I
have given multiple warning for same issue which was impacting his quality score
very badly however after given warning mail and product refreshment he improved
positively

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

Good
customer care is what we are expecting to do he/she needs to take call as per
KRA however great is addiction of better customer experience for example Need to
add something extra to make customer service better always

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

As quality analyst , some skills are essential good commuter
quality parameters and reporting from my past organisation I have learnt lot of
customer support and after moving to quality learnt about audits and reporting .
Now I am ready to learn more about in this field

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

4