Subject: Trainer Candidate - Sandeep Singh
From: Sandeep Singh <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 17 Dec 2022 12:51:12 -0500

Tech Support
Test

Name

Sandeep
Singh

E-mail

[email-masked]

Phone Number

(91) 9870525759

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

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

Radical minds ltd

Sr quality
associate

3rd Nov'22

34925

Previous Employer 1

Tech Mahindra
ltd

Quality associate

24th Feb'22

24900

Previous Employer 2

Ienergizer

CSA

30th
Aug'18

19800

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

Asap

Please briefly
describe your work experience specifically in Quality?

I got the
promotion as quality associate through IJP in Tech Mahindra May'21, Daily
task was auditing the calls, sharing feedbacks, dip check, publishing dashboard,
participating calibration fortnightly.

Later the paytm process moved to Radical minds, I also joined there, the task
were same, however due to old guy in process, I have given training as well for
two batches, so basically handled quality and training both.

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 remember a incident when I was in Radical minds, all
associates were doing incorrect disposition (Tagging), due to that we were
getting escalations, fatal errors, financial losses, & delay in customer
resolutions, so we have checked data and found route cause, accordingly we had
given the suggestions to clients, which was implemented in SOP, and we have the
download to all associates, we got the huge improvement in quality scores,
escalations reduced, later we had done some more activities like dip check, live
call listening.

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

The customer asked for a help, which we resolved as per customer
requirements, which could be a good service.

However a customer asked for a help, which we resolved as per customer
requirements in quickly manner, given a future alternatives, with assurance,
which is a great customer service

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

I have
worked in various process and LOBs, from that I earned good amount of knowledge
of quality matrix & customer service, which inhanced my skills, I'm
self motivated, enthusiastic & well versed in excell/ppt/words, however
learning never ends.

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

4