Subject: Trainer Candidate - Jyoti Kumari
From: Jyoti Kumari <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 25 Jan 2023 01:11:35 -0500

| | Tech Support Test

Name | Jyoti Kumari
E-mail | [email-masked]
Phone Number | (+91) 8368183875
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) | South Delhi

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 | Globiva services pvt ltd | Quality analyst | 13 feb | 26000
Previous Employer 1 | Na | Na | Na | Na
Previous Employer 2 | Na | Na | Na | Na

If Selected, how much time do you need to join? | 15 days
Please briefly describe your work experience specifically in Quality? | Email and call audits, closing feedbacks, taking sessions, handling calibrations and publishing weekly/ monthly reports
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 | Being a Quality Analyst, i have been in multiple situations where it gets tough for the advisor to accept the feedback as we being humans find it difficult when someone finds out our mistakes. This is an excellent opportunity to understand the situation and use correct tactics to cascade the opportunity which was missed and close the feedback in a motivational manner so that the advisor keeps up the good work rather than being irate.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | I believe that providing quick and correct resolution is a good customer service however, we as individuals can make it better by personalisation (if possible) and empathetic with the customer who is facing the issue.
What according to you makes you a good candidate for this position? | A person who is able to understand the process, evaluate and come up with solid action plans so that we can implement the improvement and upgrade the process.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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