Subject: Trainer Candidate - Surbhi sharma Surbhi
From: Surbhi sharma Surbhi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 2 Feb 2023 06:55:36 -0500

| | Tech Support Test

Name | Surbhi sharma Surbhi
E-mail | [email-masked]
Phone Number | (+91) 9897513247
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) | Rudrapur, Uttarakhand

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 | Cognizant technology solutions | Quality Analyst | 9th sep 2022 | 41k-42k
Previous Employer 2 | | | |

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

Please briefly describe your work experience specifically in Quality?

Auditing the cases and reviewing them to gauge the area of improvement
▪ Auditing the inbound/outbound calls and other contact methods including chat and phone and
email ▪ Performing Quality Audits for the email/chat/phone teams and providing feedback on the pre-designed format and uploading the same on Q+
▪ Conducting different Calibration session of Quality Leadership team with Operations and communication Team
▪ Preparing the PKT questions basis the new and most recent updates circulated on the floor
▪ Providing coaching for non-compliance cases
▪ Suggesting alternatives to improve & enhance the service standards and reviewing the systems with the Quality team to further improve quality; initiating efforts for achieving 100% accuracy ▪ Conducting training for new team members and taking them through the Quality workflow ▪ Creating reports for quality scores for the teams
▪ Fetching the data and assigning various types of audits to the team members. ▪ Have worked with the new and critical projects assigned to the team ensuring their smooth and error free work.

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

We faced a situation where there so much disconnect between the operations team and the quality team regarding the workflow being followed. So I on the behalf of quality team started conducting weekly calibrations so that we could be on the same page. We used to take 2 cases each week and give our opinion on the w/f followed and for any error in thoses cases. We then used to to fill our separate  Auditing the cases and reviewing them to gauge the area of improvement
▪ Auditing the inbound/outbound calls and other contact methods including chat and phone and
email ▪ Performing Quality Audits for the email/chat/phone teams and providing feedback on the pre-designed format and uploading the same on Q+
▪ Conducting different Calibration session of Quality Leadership team with Operations and communication Team
▪ Preparing the PKT questions basis the new and most recent updates circulated on the floor
▪ Providing coaching for non-compliance cases
▪ Suggesting alternatives to improve & enhance the service standards and reviewing the systems with the Quality team to further improve quality; initiating efforts for achieving 100% accuracy ▪ Conducting training for new team members and taking them through the Quality workflow ▪ Creating reports for quality scores for the teams
▪ Fetching the data and assigning various types of audits to the team members. ▪ Have worked with the new and critical projects assigned to the team ensuring their smooth and error free work. forms and then discuss the w/f, errors, what went wrong etc on the case so that we should follow the same w/f across the floor

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | As per me good customer service is what where we prioritise our customers needs, keep them above all, be quick in responding to their queries and give our best to assist them for help they want. Along with this, rapport building is the crucial role play in good customer service service. Whereas, in bad cx service, we do not focus on building rapport with the cx, we just try to give the solution whether they are satisfied or not
What according to you makes you a good candidate for this position? | I am very particular and understand what the role requires. As a quality analyst, I focuses on continuous improvement of the agent and the process.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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