Subject: Trainer Candidate - Sushant Mazumdar
From: Sushant Mazumdar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 2 Dec 2022 00:58:04 -0500

Tech Support
Test

Name

Sushant
Mazumdar

E-mail

[email-masked]

Phone Number

(+91) 8920003479

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)

Delhi

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

Prometric Testing Pvt Ltd

Analyst

Dec 31st 2022

25000

Previous Employer 1

Innova communication

Business
Development Executive

May 20,2021

22000

Previous Employer 2

Na

Na

Na

Na

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

1st January 2023

Please briefly
describe your work experience specifically in Quality?

Na

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

Me and my team work for solving out queries for TOEFL and GRE
test conducted by our company. My team was unable to meet the SLA, which
included completing 70 emails per day with atleast 95% accuracy. I took one to
one session with each team member to recognise the pain point and provide best
solutions to their problems such as unable to determine the right information to
be provided and tips for faster transaction of emails. It was not the most
difficult situation but it took me a lot of effort to really meet the SLA and
prove the management that my team members have really shown efforts to catch
up.

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

The
difference between good and great customer service is-

Understanding the customer queries with accuracy. Good customer service might
ask questions to know the query but great customer service will provide one time
resolution so that the query is solved in one go.

Providing resolution on time.

Great customer service must complete SLA and solve the query in the given time
frame for ex- within 24hours to 48hours.

Following the Standard operating procedures with accuracy and maintain
professionalism in be it email, chat or calls.

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

Team handling capability.

Proficiency in proof reading and maintaining quality.

Good communication skill.

Understanding problems with empathy and provide best solution to the managerial
problems.

Skills to provide process training.

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

4