Subject: Trainer Candidate - Akshay Kumar
From: Akshay Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 9 Dec 2022 00:53:01 -0500

Tech Support
Test

Name

Akshay
Kumar

E-mail

[email-masked]

Phone Number

(0) 9560468171

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

Ebiz

Sr quality Analyst

Na

50000

Previous Employer 1

Live
technician

Sr manager

2018

70000

Previous Employer 2

Hfo

Quality
Analyst

2015

45000

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

I can join immediately.

Please briefly
describe your work experience specifically in Quality?

I was
taking care of different reports.

I was giving feedback on voice parameters.

Listening to the recordings and then filling up the quality sheet.

Checking the parameters of 6 Sigma.

Conducting the quality session for the team.

Training the Team leaders about the process.

Meeting the managers on a weekly basis to share the feedback of the teams.

Sharing online and offline scores.

Sending emails and live chat messages.

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

The most difficult experience to actually manage in a team is
the quality parameter because when you are actually mentoring a process. And
your trying to follow the parameters of 6 sigma 18 Sigma it becomes a challenge
to make it short and simple.

It is very easy to say we follow quality.

But it is very very difficult to actually get it down on papers. The most
difficult situation for me was when the client with whom we were dealing was
asking the scores with zero errors and we had just started with the process
hardly 15 days

ago it became very difficult for me because the new hires working hours to call
as soon as there 2 days induction program was over.

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

According
to me the difference between good and great customer service is when you perform
your normal duties and speak and understand the customers need and follow the
process in the right parameter in the frame of given instructions you are doing
a good customer service but when you actually go out of box to help the customer
or you give a break through in the process to help the core need of the customer
or help the process to go to next level that is called great customer
service.

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

I think I am the best candidate for this position
because I know how to separate excellence from mediocrity.

I have a learning attitude, patient person, have experience of 10 years in the
industry have worked at different positions in the market.

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

5