Subject: Trainer Candidate - Priyanshu Shrivastava
From: Priyanshu Shrivastava <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 26 Jan 2023 02:43:44 -0500

| | Tech Support Test

Name | Priyanshu Shrivastava
E-mail | [email-masked]
Phone Number | (+91) 8505979506
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) | 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 | Ferns n petals sector 44 building number 112 gurgaon | Senior Quality analyst | 20 th October 2022 | 35000
Previous Employer 1 | Rajeshwari Infotech Private Limited | Quality analyst | 30 th October 2021 | 36000
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | Asap
Please briefly describe your work experience specifically in Quality? | Call calibration call audits emails and chat call listening session conducting quality refresher session and conducting certification courses
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 | I had a group of quality team where in we are getting feedbacks from the operation team that our QA are not performing their audits well and there are some chaos and confusion between the team. In addition to this they are giving feedback to the associates in a very rude way. Call calibration is the thing where in operations and quality stands together. I as their leader conducted calibration by myself with the senior mangement and QA were also there. About the feedback thingy I told them not to be harsh at any point of time be it a fatal feedback or a normal one I personally have given feedback to the associates and showed them how to conduct a proper quality and refresher session
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | A great customer service stands for WOW experience where in we are sure they the customer is happy and he will come back to us to purchase our product. Good customer is simply we are giving resolutions over the call.
What according to you makes you a good candidate for this position? | I have handled a team of quality analyst in the past and i am capable of being a good leader as i have worked under pressure and i am handling a bandwith of about 100 odd associates and 3 to 4 QA.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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