Subject: Trainer Candidate - Deepika Singh
From: Deepika Singh <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 1 Feb 2023 04:59:12 -0500

| | Tech Support Test

Name | Deepika Singh
E-mail | [email-masked]
Phone Number | (91) 8532049358
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 using other transport like Rickshaw
Where do you currently live (area) | Sec 47 Noida

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 | Tech Mahindra | Sr. Quality analyst | Feb 2, 2023 | 39k
Previous Employer 1 | Teleperformance | Quality analyst | Nov 2019 | 18k
Previous Employer 2 | Akshay Jyoti energies | HR manager | 2012 | 13k

If Selected, how much time do you need to join? | Immediately
Please briefly describe your work experience specifically in Quality? | Responsible for calls and chat auditing, sharing feedback to teams. Coaching, taking sessions, beefing the team, setting weekly calibration on random or CTL chats or calls - internal as well as external, performing RCA to understand the agent opportunities, process opportunities, customer and technical opportunities. Weekly review with clients, sharing weekly and monthly data with clients and so on
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 | For me, situations are not difficult, it’s new and I am always ready to accept the challenges and learn new things, a regular day to day task is not enough for me, so I always tried to make changes and find out the process gap or agent knowledge gaps so that we can over come with these defects in near future and won’t repeat it, I remember when I start doing the CE ( customer effort analysis) that was a different project for me, in this we generally audit previous months calls and chats and analysis why customer shared a negative feedback, what was customer’s journey with us, how much difficult situation customer faced to get the resolution, what was the reason for that, initially it was quit difficult to understand the journey but later on we get to know the aspects on which we need to focus, we did it and make changes in process accordingly, a big change in managerial approval in refund, this is the major reason customer repeat for the same concern, in our analysis we observed that customer contacted us frequently to get the refund but as per the process policies, refund above a set amount can not proceed with our managerial or client approval, we collect samples and present the same in front of clients, discussed the new and alternative process to processed the refund or to avoid multiple interaction on same concern. After that we set a new LOB for outbound so that we can do a call back to those customer who repeat more than 3 times in past 7 days. This actually helps us to proceed the refund on time, fix customers issue, increased customer’s satisfaction, eye on non satisfied customer, and most important we positively changed our CE scores.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | A good customer service always fix his current concern however, a great service will make a customer happy and satisfied and will remember him how the agent push himself/ herself to help the customer. Customer will remember that interaction always. This will set customer’s faith on our brand.
What according to you makes you a good candidate for this position? | I am the only suitable candidate for this position because I have a good knowledge about quality, customer service, excel, team management, I can present data to clients and ops as well, having 5 years of BPO experience apart from this 2 years of HR experience which also helps me a lot in team building, grievance handling,  I know how to divide task in team, how to run multiple projects at same time, how to run a team and I believe in team work as well.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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