Subject: Trainer Candidate - Sudipta Chakraborty
From: Sudipta Chakraborty <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 2 Jan 2023 12:58:39 -0500

Tech Support
Test

Name

Sudipta
Chakraborty

E-mail

[email-masked]

Phone Number

(91) 9650062785

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 extension

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
analyst

10 nov 2022

40000

Previous Employer 1

NTT
data

Ar caller

28 May 2021

27000

Previous Employer 2

British
telecom

Technical advisor

20 Nov 2020

21000

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

Immediately

Please briefly
describe your work experience specifically in Quality?

Audits
and feedbacks, dashboads, TNI, DQR, CSAT, NPS, Calibrations both internal and
external, quality sessions, Deep checks, pre and post shift sessions, and client
calls.

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

Well, while managing a team it is sometimes difficult to
actually map the progress of the associates because everyone has a different
learning curve. Being a QA lead it was difficult for me to streamline all of
them and bring them in one page. So I have created a flowchart to observe the
progress and the loopholes in the sessions given to them. Also various action
items like ppts, excel sheets were provided so that they can be well equipped
with the current updates in the system. It was a relentless journey throughout
but with loads of learning and accomplishments working together.

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

Good customer service can have
an opportunity area or something to be worked upon. The customer was okay with
the service but he did not express the satisfaction.

Whereas great customer service can simply be termed as Customer Delight where
the customer is extremely satisfied with the resolution provided the
representative.

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

I am very vigilant,
hardworking and ambitious person. I am very focussed towards my work and try to
resolve any issues within the given TAT. Also I am a good learner and I want to
inculcate any form of knowledge being imparted to me.

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

5