Subject: Trainer Candidate - Poulami Chura
From: Poulami Chura <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 29 Aug 2022 04:11:10 -0400

Tech Support
Test

Name

Poulami
Chura

E-mail

[email-masked]

Phone Number

(+91) 9830865926

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)

Kolkata

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

Tata Consultancy Services

Information Process
Specialist

07 Nov 2022

28000

Previous Employer 1

Capgemini Pvt Ltd

Associate

17
April 2018

16000

Previous Employer 2

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

60days

Please briefly
describe your work experience specifically in Quality?

Repetitive contact chats for same issue to check if incorrect
information or incomplete information was provided on the initial contact.

Detractor chat audits following the set parameters, if incorrect information or
misguided or unnecessary information has been asked or given.

Process improvement on a repetitive concern reported.

Accuracy percentage calculation of each agent.

Have you worked as a
Quality Manager in a Call Center/Customer Service/BPO Environment?

Yes

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

1. To the point answers given to the customer if
multiple queries each to be answered precisely.

2. No irrelevant details to be asked for.

3. Constant updates to be given of the work being done.

4. Keeping the hold of the chat, pacify the customer and to give reassurance for
better experience.

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

Worked under high pressure and
hold direct experience in handling escalated chats.

Hands-on experience in service center management ensuring customer service
operations.

Excellent in supervising and controlling logistics processes and services,
providing valuable suggestions for efficiency enhancement.

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

4