Subject: Trainer Candidate - Ashish Sen
From: Ashish Sen <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 30 Jan 2023 08:36:39 -0500

Tech Support
Test

Name

Ashish
Sen

E-mail

[email-masked]

Phone Number

(+91) 7531823218

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)

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

FIS Global Service Pvt.
Ltd

Sr
Quality Analyst

31/10/2022

46000

Previous Employer 1

Mattsen Kumar Services Pvt
Ltd

Quality Consultant

31/01/2016

18000

Previous Employer 2

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

7 Days

Please briefly
describe your work experience specifically in Quality?

1. Monitoring the overall functioning of processes,
identifying improvement areas and implementing adequate measures to maximize
customer satisfaction level.

2. Setting out quality standards for various operational areas, ensuring a
high-quality customer experience, while adhering to the SLAs and work
processes.

3. Assessing the customer feedback, evaluating areas of improvements &
providing critical feedback to the associates on improvements and achieving
higher customer satisfaction matrices.

4. Managing service operations for rendering and achieving quality services;
providing customer support by answering queries & resolving their issues,
ensuring minimum TAT.

5. Recommend, implement, and monitor preventative and corrective actions to
ensure that Quality Metrics are achieved

6. Compliance Monitoring

7. Driving innovation and optimizing process.

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

We all are aware of the Covid-19 pandemic and the nationwide
lockdown that happened due to this. Due to the all of sudden lockdown, we had to
move to work from the office environment. First, it was challenging to set the
work-from-home environment, and second to maintain the same quality with
customer satisfaction. During that time Quality and training team met and
discussed many points that how we can maintain the quality because we were on a
web chat process and it’s tough to maintain the same quality however we had to
maintain the SLA. During that time we introduced many methods like pre and
post-shift briefings with a quality team, a regular feedback session with agent
to discuss major errors, and Training needs analysis and identification. I also
provided many other suggestions to client like screen capturing, monthly
performance discussions, Internal and External calibration which client welcomed
and implemented later. We benefitted from this when we had an influx in volume
and at the same time, we got couple of new hire batches as well.

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

Good customer service will give
you a good C-SAT score while great customer service will help you to retain that
customer and bring new customers as well. If services are great, you will get
benefitted from word-of-mouth marketing and this will help to get more business.
Especially in today's world people check the reviews first before buying
any product or service, so great customer service will help you to maintain good
ratings.

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

I have more than 8 years of experience in the
areas of Customer management, Quality management and client management. I am
also a Lean Six Sigma Green Belt certified person. I have a considerable amount
of transferrable experience which helps to bring improvement in the process. I
have also led a team of QAs and Escalation agents so I have team handling and
team building capabilities as well. The kind of experience and expertise I have,
makes me a good candidate for this position.

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

4