Subject: Trainer Candidate - Siddharth Gupta
From: Siddharth Gupta <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 13 Dec 2022 08:31:21 -0500

Tech Support
Test

Name

Siddharth
Gupta

E-mail

[email-masked]

Phone Number

(+91) 7905575152

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

V care Call centers Pvt.
Ltd.

Quality Analyst

32767

Previous Employer 1

V care Call
centers Pvt. Ltd.

CSA

18 October 2020

25000

Previous Employer 2

Cogent Eservices Pvt.
Ltd.

CSA

25 March 2020

23000

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

30

Please briefly describe your work
experience specifically in Quality?

I am an Analytical Quality
Analyst with 2 years of experience managing all aspects of Quality and training
functions. I am responsible for training the new hired associates as well as
auditing the interaction of associates with customers and providing them the
required feedback.

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 situation for me, I would say was when I
got my 1st training batch. I am addressing this as most difficult situation
because it came to me unexpectedly. I was new in the Quality team and was
promoted as a Quality Analyst so I was only responsible for auditing the
interactions of agents with the customers and providing them the feedback. I
never took any training session but was good at sharing the process updates with
the agents.

So during the second wave of Covid, both our trainers got infected and were in
serious condition and were not able to handle the training session even via
online mode. My manager has no other choice than me as other QAs were already
occupied with other important tasks. When he informed me that I had to take the
training batch, I got super nervous. I only had 2 days to prepare my self with
no prior experience. My manager motivated me asked me to contact one of the
trainer to get some help. Trainer helped me with the training material and
guided me how to take a training session. He even suggested me some Youtube
video which helped me a lot.

So after collecting all the resources required for the training, I listed down
all my tasks. Then I made a day-wise training planner. Finally I went through
all the training material.

To my surprise, the training session went well and my Manager was delighted with
my effort and appreciated my dedication towards the job.

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

A good customer service is
providing what customer expected. Providing the desired solution fast, accurate,
being polite and undivided attention are the key component of Good customer
service.

A great customer service is providing what customer didn't expect. Thinking
out of the box and surprising the customer in a good way by providing them the
service he didn't expect are the key component of great customer
service.

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

I am an excellent fit for this position because
of my excellent attention to details and Analytical & problem-solving
skills. I also posses the knowledge of leadership, team spirit and mentorship
skills, all the things you want to see in an ideal candidate.

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

5