Subject: Trainer Candidate - Pinki Gusain
From: Pinki Gusain <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 9 Dec 2022 03:16:01 -0500

Tech Support
Test

Name

Pinki
Gusain

E-mail

[email-masked]

Phone Number

(110034) 9899699423

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)

Pitam Pura

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

The Royal Bank of
Scotland

CS&O Analyst

16th October 19

35k

Previous Employer 2

ORIX India

AM in
Operation in Customer Service

31st December 21

42k

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

Immediate Joiner

Please briefly
describe your work experience specifically in Quality?

I have a
experience of working with customer service department wherein I have to handle
customer queries complaint through chat email questionnaire and phone calls and
to resolve than in a better way. Moreover well aware of backoffice work, MIS
report. After handling queries i have to check the data feed on database as a
quality assurance. Do have experience of quality department as i have worked in
QC department as well so that error rectifications can be done. Trained more
than 100 candidates in customer service process. Being an SME to deal with
quality for further stages have given SCL ideas to make process smooth. Tried
not breach the SLA.

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

When I was in RBS we received complaints where we have to
check customer details for example for any mismatch we have to move that
complaint to different department to dealt with it and then that team pass the
details to customer so i have given SCL idea wherein we can then there directly
deal with that mistach data sothat time can be save and SLA cloud be meet. There
quality is the preference for the employee that we should meet.

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

Good customer service is you
are doing your job by taking customer complaints and resolving it but great
customer service is you are resolving complaints but within the time frame work
but with quality assurance.

Good customer is resloving the complaints in a better way but great customer
service is how you resolve that queries or complaint in that manner that
customer will never go to different brand after your great service.

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

Having a good number of experience in customer service field
and worked as a Grade 3 and before that bein SME giving ideas for better process
improvement in both manner customer related and organisation related is a key
skill which i have to deserve a good candidate for this position. I am capable
to trained employee as a background of trainee.

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

5