Subject: Trainer Candidate - Gaurav Mishra
From: Gaurav Mishra <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 27 Aug 2022 02:46:10 -0400

Tech Support
Test

Name

Gaurav
Mishra

E-mail

[email-masked]

Phone Number

(91) 9716209803

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)

Crossings Republik,
Ghaziabad

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

iEnergizer, Noida

Quality Analyst

NA

38600
(incentives extra)

Previous Employer 1

Calibrated Healthcare Systems,
Gurgaon

Claims Examiner

June 2017

-

Previous Employer 2

Suntech Web Serives Pvt
Ltd

Proecss Associate

Nov 2015

-

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

30 days

Please briefly
describe your work experience specifically in Quality?

I have an
overall experience of around 4 years as a quality Analyst. The main focus is on
ensuring that the customer service representatives share correct information
with the customers and follow the guidelines set by the clients. We conduct
weekly/daily audits and several compliance analysis to make sure correct process
is being followed. Several feedback sessions are also conducted to check for
representative's understanding and correct implementation of the set guidelines.

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 per my experience in the current company as a Quality
Analyst, we are required to check for compliance along with making sure that the
customer service representatives are meeting their KPI (key performance
indicator) parameters. As per their scoring through KPI,  bottom quartiles are
identified and we are required to work on  them to improve that particular area
in which they are lacking. Recently, there were a few parameters such as
'bounce'. Bounce is when a customer contacts us again for the same issue through
different channel. For example, a customer contacted us on chat and we were not
able to resolve their issue because of some reason. They contact us back on call
with same reason in a hope that they would be able to resolve it. This process
of customer contacting us again for the same reason is called Bounce. We conduct
sessions sharing how they could help the customers over the same chat so that
they don't have to contact us again. We are supposed to give customer a one call
resolution so that all their issues are fixed on their first contact only.  We
try to find what best we can do to help the customers so that they don't have to
contact us again for the same reasons. There maybe some situations which could
not be resolved over the same call/chat depending on the criticality, however,
for those situation we contact our clients and ask for any better option or
tools that can help us fix the issue for customers. These situations are
discussed over the calibration calls with clients where different sites put
their experiences/feedbacks  and a resolution is provided keeping in mind all
the possibilities. Same as bounce, there are several other parameters which
require quality department to work for improvement through the
research.

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

Good
customer service is when we help the customer resolve their issues. Great
customer service is when we resolve their issues along with personalization on
calls/chats. We are supposed to make customers feel more valued so that they
could use our services even more and recommend it to others.

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

I have an experience of around 4 years in quality department
and also I have been a part of several client calls (weekly calibration calls)
which make me aware of the client expectations which could help in overall
betterment of the team/organization.

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

3