Subject: Trainer Candidate - Pooja Shukla
From: Pooja Shukla <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 21 Dec 2022 23:43:03 -0500

| | Tech Support Test

Name | Pooja Shukla
E-mail | [email-masked]
Phone Number | (91) 7703823331
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) | Gurgaon

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 | Agrim | Trainer | 12th jan 2023 | 30000
Previous Employer 1 | Globive | QA | 24Tthe dec 2020 | 18000
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | after 15 days
Please briefly describe your work experience specifically in Quality? | Total i have 3+ yr of experience in quality we need to identify the process area gap and highlight to the operation manager and work on analysis like any type of fraud or anything which is directly effecting our business' we need to identify that
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 | one of my college basically as a trainer all QA has been reported to me apart from this at the starting when the company has started only one QA has joined us and total we have 45-50 agents on floor its very difficult to manage all these things like audits their call sharing feedback and things analysis which needs to be highlighted to operations so at that time i have supported her as a college i audits call as well taking NHT batch , per day we need to cover 8-9 agents so that everyone covers ina week when time will pass4 more QA's has joined us also our department has increase the manpower now it almost 100 team members in sales team.

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

Good customer service reps will get the problem solved eventually.
Great customer service reps will get it solved immediately, doing everything they can to remedy the problem at hand.
reat customer service experience, you need to have a solid customer experience strategy in place and clear processes for your team to follow. So every customer gets the same service quality

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

For this position we need to must in discipline first because if we not in discipline then we don't expect from our employees to beings discipline , second is punctually for anytime anything like if our boss give us a task to complete particular time then we need to follow their instruction
also I believe the most important skill that every effective trainer should have is excellent communication. Other qualities I feel are very valuable would be empathy, creativity, organization, flexibility, and adaptability. An effective trainer needs to go beyond simply presenting the material.

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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