Subject: Trainer Candidate - Nitika Deep
From: Nitika Deep <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 21 Dec 2022 16:20:17 -0500

| | Tech Support Test

Name | Nitika Deep
E-mail | [email-masked]
Phone Number | (+91) 9818769967
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 using other transport like Rickshaw
Where do you currently live (area) | Sector-23, Sanjay Nagar, 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 | Accenture | SME | Working still | 48k
Previous Employer 1 | Genpact | Senior Process Associate | 21/07/2021 | 34k
Previous Employer 2 | Religare Health Insurance | Relationship Manager | 26/02/2018 | 15k

If Selected, how much time do you need to join? | 60 Days

Please briefly describe your work experience specifically in Quality?

1. Training and mentoring employees on process on process and process updates
2.Preparing SOP's and process flow chart
3.Preparing quality frame work or process accuracy
4.Preparing audit checklist for daily audit
5.Daily Audit of the team member and providing them feedback on the errors
6.Maintaing escalation tracker and conducting team huddles to improve the process

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 the team was new and during transition, we didn't have proper SOP, or quality framework. Our team was making multiple repetitive errors. We did RCA and set up right Quality framework, prepared SOPs. We also implemented an RPA solution to reduce human errors and increase quality.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service is resolving customer queries while great customer service is showing empathy, building trust and relationships, resolving customer issues, creating happiness and retaining customers for long term.
What according to you makes you a good candidate for this position? | My experience with global customer management,  leadership, empathetic nature, eye for details, looking for solution for the problems and strategic thinking makes me a suitable candidate for this position
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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