Subject: Trainer Candidate - Syed Mahfooz Haider Mahfooz
From: Syed Mahfooz Haider Mahfooz <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 26 Nov 2022 02:57:02 +0000

Tech Support
Test

Name

Syed
Mahfooz Haider Mahfooz

E-mail

[email-masked]

Phone Number

(+91) 7317519749

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)

Atta Market

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

Previous Employer 1

Zomato

Senior Associate
Quality

18/11/2022

48000

Previous Employer 2

OYO
Rooms

Transformation Executive

20/04/2017

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

Immediately

Please briefly
describe your work experience specifically in Quality?

Auditing
inbound, outbound calls and emails of the agents. Sharing regular feedback with
them to increase the efficiency. Training new joining agents on the process and
getting them certified.

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

Yes

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

After training new joining agents on the process. Time comes
for their certification, here we are in need of more agents due to business
requirement. So to make their certification more effective and smoother start
mock test after clearing thier doubts and questions. Then found certification is
fruitful. As this involves time and have to carry other stuff Simentaniously
found this as biggest challenge. But  i believe in my way to working.

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

Good
Customer Service - A prospect is on the phone and asks you a question you
don’t know the answer to. You put them on hold to find the answer and then
come back to them with it.

Great Customer Service - You explain you don’t know the answer but will get
them the answer. You tell them you recognize their time is valuable and offer to
either put them on hold or to give them a call right back. If they want to be
called back, you get the answer and call back within minutes with the answer,
letting them know they are a priority.

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

Having
4.7 years of relevant experience.

Training capability to the team.

Quick learner and problem solver.

Belives in qualitative response.

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

5