Subject: Trainer Candidate - Akash Sharma
From: Akash Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 8 Sep 2022 01:58:37 -0400

Tech Support
Test

Name

Akash
Sharma

E-mail

[email-masked]

Phone Number

(+91) 9670775661

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)

LUCKNOW

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

Concentrix

Senior Quality
Analyst

16/Aug/2022

30000

Previous Employer 1

Na

Na

Na

Na

Previous Employer 2

Na

Na

Na

Na

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

10 days

Please briefly
describe your work experience specifically in Quality?

All the
basic things which a QA does I do..

Mean internal external audits, providing feedbacks to the agents if there is any
markdown while auditing their contacts, calibration call, Clients calls, mystery
calls, quality sessions, providing insights of the products to the agents so
that they could score better C-Sat, Dip Check just to check the insights that
are given to the agents they are noting them or not, live support, if there is
any escalation from client side then I have to prepare RCA too providing the
information is the escalation is valid or invalid and providing reports so that
the agent and everyone in the operations knw what is the exact postion of the
process and where we have to work, escalate Red Flags if there is any sevior or
there is any similar kind or markdown that is made by max CSR or if its client
escalation, provide TNI Reports.

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

When I was working with Concentrix, the Client of my process
asked us that the save replies which all the CSR's are using does not have
that potential and we are getting no. of 1 stars. So I had came forward and
taken that responsibility to improve the save replies by giving them the human
touch as the don't sound robotic and added proper emphathy and sympathy
statements accordingly, so that the agent could score better C-Sat and that
could improve the score in total.

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

Giving customer service is the 1s and main motive
of us. And if I say the difference between good customer service and great
customer service is when you want something and we have done exactly what you
want but great customer service is that when we have done something
extraordinary and you loved that.

Giving solution of your problem to you is good customer service but giving
resolution in 1 go and that problem don't occur back in near future is
great customer service.

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

I'm keen to learn new
things.

Haven't worked as a manager but have taken all the responsibilities same as
the manager.

Positive mind frame.

Will go an extra mile to achieve my targets.

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

4