Subject: Trainer Candidate - Pankaj Kumar
From: Pankaj Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 19 Jan 2023 02:02:05 -0500

| | Tech Support Test

Name | Pankaj Kumar
E-mail | [email-masked]
Phone Number | (+91) 7488318461
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) | Noida Sector-15

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 | | | |
Previous Employer 1 | Amazon Academy | Quality Analyst | 20- Dec-2022 | 30k
Previous Employer 2 | Byjus | Quality Analyst | 21- Jan-2022 | 27k

If Selected, how much time do you need to join? | 7 Days

Please briefly describe your work experience specifically in Quality?

• Auditing the calls/video sessions of the Sr.academic counselors and provide cumulative feedback and actionable to Reporting Manager
• Ability to Review post pitch calls against the established metric for Quality and Identify the missed Opportunity.
• Identify Hygiene and Non- fatal error affecting the process &taking corrective measures.
• Identify the Gap in the current process in order to improve the overall quality of operation.
• Implemented Methods for quality improvements.
• Created audit Reports on Daily, weekly and monthly basis for better understanding to the management.

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

There are many situation we faces in day today work, But the most important is to tackle the situation smartly, and take right approach for the solution.
The purpose of call  monitoring  is to monitor, measure, and manage all of these moments between call Agents and customers.
Lead/ calls/ audit/ in large data set with less Auditor is very difficult to Audit, so we can to solution with sample wise audit in which each and very agents call need to audit equally, so that defect and performance report should be equally using percentage.

Improvement in Quality
Using 7 Qc tool/ call calibration/Feedback Mechanism/Rag Analysis.

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

Good customer service will get the problem solved Eventully,Great customer service reps will get it solved immediately
Good customer service will help you when you are right.Great customer service will help you even when you are at fault.
Good customer service helps sympathetically
Great Customer service helps empathyically

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

I am innovative and experienced Quality Analyst, Good at  judging and conducting call Quality checks and execution of plans for successful implementation of policies, and Good listener,Meticulous attention to detail, Emphathetic and Emotionally Intelligent.

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

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