Subject: Trainer Candidate - Dimple Butola
From: Dimple Butola <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 28 Dec 2022 05:21:43 -0500

| | Tech Support Test

Name | Dimple Butola
E-mail | [email-masked]
Phone Number | (91) 7016704655
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) | SURAT

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 | Etech | Quality analyst | 30/12/2022 | 25000
Previous Employer 1 | Flipkart | Customer service representative | N/a | 10000
Previous Employer 2 | N/A | | |

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

Please briefly describe your work experience specifically in Quality?

Analyse data from multiple sources to identify discrepancies(difference/error) , spot fraud, and
eliminate suspicion(doubt/mistrust).
Educate staff and contractors(client) on fraud and associated behaviors
Write reports, and document evidence, findings, and recommendations

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

In beginning their were few new agents who were facing issue in understanding the process and due to which the agents were providing incorrect resolutions to member however after conducting a team meeting in order to improve quality of agents and quality of QA feedback. The meeting concluded with a specific format which will be used by all QA for better understanding and Learn and share best practices with agents. Highlight the best calls and best problem-solving and dont ignore unspectacular cases. There’s a lot to learn from agents that perform consistently and how they stay aligned with scripts.
Make QA regular and timely. Analyze regularly. Set aside time and resources. Keep moving the goalposts. Keep tracking consistent but adjust KPIs as business changes., however during end of the week we saw improvement with agents and improvements in QA feedback

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

Good Customer Service – In case member asks you a question you don’t know the answer to. You put them on hold to find the answer and then come back to them with it.
Great Customer Service – You explain you don’t know the answer but will get them the answer. You tell them you recognize their time is valuable and put call on hold to get best resolution .

What according to you makes you a good candidate for this position? | A person with good interpersonal skills and communication skills who has abilities to resolve issue within timeframe.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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