Subject: Trainer Candidate - Jyoti Jain
From: Jyoti Jain <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 1 Feb 2023 01:36:29 -0500

| | Tech Support Test

Name | Jyoti Jain
E-mail | [email-masked]
Phone Number | (+91) 9711939656
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) | New Delhi, Rohini

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 | Concentrix Daksh | Lead Quality’s and Training | | Jan’22
Previous Employer 1 | Teleperformance | Quality Analyst | Jan’22 | June’18
Previous Employer 2 | Na | | |

If Selected, how much time do you need to join? | 30
Please briefly describe your work experience specifically in Quality? | Overall experience of 4.5 years- worked with sales and customer support (inbound) process. Specifically in people management and reporting. Discuss Improvement plans with Ops and Training. And, engage with performance metrics with Client
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 | So basically, i was aligned with a project with other 2 colleagues on same project and we need to share the RCA of the compliance errors and need to share improvement plans within 2 days but unfortunately our one of the tenured member backed out due to some reason and i was not well versed with client needs but i took lead and prepare RCA and improvement by extending the shifts and propose to the client, initially client doesn’t expecting such improvement ideas but once client hear it. He got really impressed and asked to share such plans on weekly and also got an appreciation mail from him
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | When customer query is resolved at moment is good but when we resolve the query permanently and share some prevention action so query doesn’t occur again that we can say great customer service
What according to you makes you a good candidate for this position? | I’m being a person who is goal oriented and believes in improvement along with innovation. I’m not only focused on agent and process but quality team equally matters and their prons and cons also matter. If quality team is working at their will then process will never be on downfall
On a scale of 1 - 5 please rate your fluency in spoken English | 3

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