Subject: Trainer Candidate - Ritika Mehta
From: Ritika Mehta <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 6 Oct 2022 05:03:27 -0400

Tech Support
Test

Name

Ritika
Mehta

E-mail

[email-masked]

Phone Number

(+91) 8448836380

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)

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

NSB BPO solutions pvt ltd

QA

8th August

30000

Previous Employer 1

Ienergizer

QA

Jan 2022

24700

Previous Employer 2

Ienergizer

Sr.cSE

NA

18000

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

Immediately

Please briefly
describe your work experience specifically in Quality?

Managed a
team of 36 people from various backgrounds

Daily 25 calls audit and feedback session for the associates

Hygiene Audits

Morning and evening team huddle

Guide team on Quality parameters

Handle rebuttal session from client for ATA

Achievement of 3% variance in ATA

Planning internal calibration

Preparing and publishing Daily Quality Dashboard

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

If the management is too rigid and inflexible it will be
difficult to improve when necessary. As a result, it may not guarantee the best
results for the future.

Customer requirements and organizations are constantly evolving. Therefore,
Quality Management Systems must evolve as well. They must be improved over time
to remain consistent with the changing circumstances of your business. This will
improve your performance and enable you to seize new opportunities.

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

Let's suppose your
customers are experiencing a problem and are speaking directly with your team.
In that case, they need to feel that you listen. They need to know customer
service rep. will take care of the problem and fix it.

To offer great customer service experience, you need to have a solid customer
experience strategy in place and clear processes for your team to follow. So
every customer gets the same service quality.

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

A
creative mindset

Ability to approach a problem creatively

Good communication skills both written and verbal

Ability to use logic

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

4