Subject: Trainer Candidate - Nidhi Jha
From: Nidhi Jha <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 5 Dec 2022 10:26:30 -0500

Tech Support
Test

Name

Nidhi
Jha

E-mail

[email-masked]

Phone Number

(110080) 8376965854

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)

Sangam vihar New Delhi batra
hospital

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

IFB INDUSTRY LIMITED

Customer
Associate

NA

22k

Previous Employer 1

NA

NA

NA

NA

Previous Employer 2

NA

NA

Na

NA

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

30 days

Please briefly
describe your work experience specifically in Quality?

I have to
manage the quality of calls like all the parameters and customer
satisfaction

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

As a quality auditor I have listen many calls in which agents
follow the parameters somehow they take their calls very nicely but in some
situation if the customer is Angry, irate they forgot their soft spoken skill
and does follow the parameters they just want to wrap up that call. The most
difficult situation in my experience was when there is one agent who recently
join he always argues with customers on the call he doesn't have the soft
spoken skills he always speaks irrelevant things like out of the track which
creates problems for him. I always showed the parameters and limitations for him
so, that he can be under this line and try to follow the parameter of the call
but he does not bother to improve himself. After listening his calls I also
starts giving small feedbacks on time to time and started supporting in friendly
manner showing his achievements and quality of work and somehow he improves and
started doing his job like a tenure agent.

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

Good
customer service try to resolve the problem of the customer within the given tat
time but a great customer service try to resolve the problem before the tat time
and thinks more for their customer which will be beyond the expectations also
shows more care towards their customer.

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

I have
all the qualities which is needed for this job role.

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

4