Subject: Trainer Candidate - Akash kashyan
From: Akash kashyan <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 14 Dec 2022 12:58:31 -0500

Tech Support
Test

Name

Akash
kashyan

E-mail

[email-masked]

Phone Number

(+91) 9599430963

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)

Palm Olympia Greater Noida

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

Tech Mahindra

Senior Quality
Technical Support

Still working

39500

Previous Employer 1

Concenrtix

Lead Quality
and training

12June2022

38300

Previous Employer 2

Kocher
Tech

Senior quality analyst

8 Sep 2021

31800

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

2 months

Please briefly
describe your work experience specifically in Quality?

I have
started my quality analyst journey in 2019 as an associate quality analyst in
the Vodafone process after 6 months I got promoted to Senior quality analyst. I
work with Vodafone for around 2 years.

Then, I switched to KocherTech in 2021 and worked with the FamPay process as a
Senior quality analyst and handle clients and a quality team.

After that, I switched to Concentrix in Sep 2021 and worked with the Twitter
process as lead quality and training where I need to manage the team and do
calibration and client interactions. And now I am working with Tech Mahindra in
the AT&T process as a Senior Quality Technical Support

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

I have a team of 6 people in Twitter and 2 left the job
without notice period and 2 were on notice period and now the burden comes on
left 2 quality analyst.

Then I have decided to talk with them who were on notice period and tried my
best to retain them. One of them

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

1. Providing end to end resolution to the customer

2. Understand the customer need and giving the exact and proactive answer to
customer which will help in reducing the repeat customer

3. Delighting customer experience by  informing the best deals which suits
there profile

4. Always recap everything before ending the call so, that nothing left behind

5. After solving all queries ask customer if he/she need any other help

6. Assuring customer that he/she is in safe hands who will resolve there query
and can also help them going out of the box

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

I am
having a quite good experience in all type of LOBS like voice, chat & email
and aside this I am having experience in domestic & international both with
help me to handling all type situations and encourage me to grow more..

I can prove my self in any quality field that is my confidence. Also will add
value to your company with my experience and skills

Thank you

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

5