Subject: Trainer Candidate - Rahul Kumar
From: Rahul Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 9 Dec 2022 00:02:47 -0500

| | Tech Support Test

Name | Rahul Kumar
E-mail | [email-masked]
Phone Number | (91) 8340673733
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) | Noida sector 168

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 | NA | | |
Previous Employer 1 | Indiamart Intermesh ltd | customer service and operation manager | 2nd October 2022 | 40000
Previous Employer 2 | | | |

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

Please briefly describe your work experience specifically in Quality?

*Ensuring assigned key performance indicators are achieved(ex. call handle time , email response time , quality and customer satisfaction indices)
*Ensuring call audits for performance and hygiene metrics
*Monitoring and reporting of the process matrices and Team’s performance
*evaluate call audit findings and session with the individuals about the outcome of the call on audit and implement appropriate corrective actions
* Setting customer service standards
*monitoring risk management activities
*acting as a catalyst for change and improvement in performance quality
*compliance management for newly onboarded suppliers, with a mix of automation and manual screening
*Process Excellence and Streamlining through data analysis and improving the KPIs i.e TAT, NPS & Repeat%, CHURN management
*Ensuring customer's queries are attended to and resolved in a timely, responsible and proactive manner.
*Preparing the presentations for the training purposes and Implementing new initiatives
*Intiate KAIZEN with cross functional teams to evaluate current work processes.
*closely worked with different departments ,sales and marketing and product team,  to ensure the better customer service

Have you worked as a Quality Manager in a Call Center/Customer Service/BPO Environment? | Yes
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service reps will get the problem solved eventually. Great customer service reps will get it solved immediately, doing everything they can to remedy the problem at hand.

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

Honestly, I possess all the skills and experience that you’re looking for. I’m pretty confident that I am the best candidate for this job role.
It’s not just my background in the past projects, but also my people skills, which will be applicable in this position.
On the other hand, I am a self motivated person and I try to exceed my superior’s expectations with high-quality work. Being a fast learner, I quickly pick up business knowledge related to my project.
Lastly, I would like to add that I work well both as an individual contributor and also as a team member or team leader
Collectively, all these skills put together makes me a complete package for this job.”

On a scale of 1 - 5 please rate your fluency in spoken English | 4

| |