Subject: Trainer Candidate - Anshul Sethi
From: Anshul Sethi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 1 Feb 2023 00:38:13 -0500

| | Tech Support Test

Name | Anshul Sethi
E-mail | [email-masked]
Phone Number | (+91) 9729701676
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 | | | |
Previous Employer 1 | Genpact | Process Developer | 01-09-2017 | INR 28000
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | within 15 days
Please briefly describe your work experience specifically in Quality? | I have worked in Genpact for 3.5 years and have specifically worked in some of the finest processes in the organisation viz. Google Account Recovery and Samsung Customer Relations as a quality analyst for the majority of my work experience.
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 | There come many situations when you are working specifically in quality team since the entire performance of any process is completely dependent on how the quality team is able to manage the quality and performance of the entire floor or a particular team for that matter. A difficult situation like the csat scores for the floor are degrading at a rate when its out of control while such a situation can be brought back to control with proper detailed feedbacks given at right intervals of time and also refresher trainings also work wonders in those cases.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service is something which is just at par from what majority of customers expect in general while great customer service is a WOW experience is something that an associate can give to a customer keeping in mind some very important aspects over a call or a chat like empathy, rapport building etc.

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

1- Good communication skills
2- Ability to give effective and proper feedbacks
3- To an extent some training experience as well so that refresher trainings can be given when required.

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

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