Subject: Trainer Candidate - Jeet Behera
From: Jeet Behera <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 1 Feb 2023 06:48:20 -0500

| | Tech Support Test

Name | Jeet Behera
E-mail | [email-masked]
Phone Number | (91) 9953821543
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) | Indirapuram

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 | LiveSalesman | Technical Support Executive | 31/10/2022 | 46000
Previous Employer 1 | Teleperformance, Gurgaon | Assistant Manager Quality Assurance | 14/09/2022 | 43572
Previous Employer 2 | Wipro BPO Solutions Limited | Escalation Queue Specialist | 10/02/2011 | 21062

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

Please briefly describe your work experience specifically in Quality?

May 2011 – September 2020

Assistant Manager | Quality Assurance
Teleperformance, Gurgaon

Nature of Job: Joined as a Technical Support Advisor and provided technical assistance to Adobe's customers using different video & photo editing applications like Premiere Pro, After Effects, Audition, PEPE, Photoshop, Lightroom, etc.

Promoted as:
1. Quality Analyst (January 2013 – December 2014)
2. Lead QA (January 2015 – December 2016)
3. Assistant Manager | Quality Assurance (January 2017 – September 2020)

Managed QA and compliance teams to complete the audit target as per the client's contract. Publishing the QA reports. Handle client calls related to the Quality process, software updates and process improvement. Conduct quality sessions for new hire and nesting batches. Handle client escalations and assisted Quality Analysts to analyze the root cause analysis for the escalated cases.

Worked side by side with the client team to ensure that the site is compliant with the quality and compliance procedures defined by the 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

Leading a team and grouping different types of people is not an easy task as all of them may have different temperaments. This often leads to clashes and conflicts. Getting the team on the same page specifically for the QA audits is the first thing to be informed to a newly hired QA. Let the team members take ownership in making their own decisions. This will make them accountable and responsible for their work. This will also improve the team member’s capabilities to handle a specific job. Define their job responsibilities and your expectations clearly to them.
Basis my experience in this industry, it is difficult to coach support agents with behavior issues. People with skill, communication and others can be coached.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | The main difference between good and great customer service appears in the commitment of the service provider to maintain the customer and make them want to come back. Good customer is what every customer requires and deemed as the average expectations from any service provider. On the other hand, great customer service is the extra mile that the service provider goes to appease the customer, for example by giving a follow-up on the performance of a machine bought from his shop to make sure it is working properly.
What according to you makes you a good candidate for this position? | I am very passionate about my work and ensure timely delivery of the tasks, while maintaining high quality standards. People consider me as a good leader and I have great relationships with everyone in the business, be it my subordinates, mentors, clients or senior management. I have the skills and experience which you are looking for this particular position and I am confident that I will bring some value to your business in this role.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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