Subject: Trainer Candidate - Rishap Madaan
From: Rishap Madaan <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 24 Feb 2023 01:29:37 -0500

| | Tech Support Test

Name | Rishap Madaan
E-mail | [email-masked]
Phone Number | (+91) 9878621733
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 | Pharmeasy Surgicare | Senior QA | NA | 48200
Previous Employer 1 | Concentrix | Temp QA | |
Previous Employer 2 | Mattsen Kumar | QA | |

If Selected, how much time do you need to join? | 30 Days

Please briefly describe your work experience specifically in Quality?

Publish Weekly and Monthly quality reports with higher management.
Drive Process improvement initiatives and training's for the team for achieving call quality.
Prepare TNI's.
Re-audit random calls audited by QA's.
Conduct calibration sessions.

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 | I was the first QA in Pharmeasy Surgicare and I was the one who set the quality functions here. When I joined this organization that time, no one's know about the quality. No single agent knows about the quality as they didn't work under quality. So that time my biggest challenge was to introduce quality functions to the agents and manipulate them working under quality rules. It was the toughest task for me as I didn't have the authority to penalize them who don't want to work under quality rules. Then I understand the agents in depth that which challenges they are facing  while following the quality rules, then I gave them the solutions and now they are following the quality rules.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences)

Good Customer Service – A prospect is on the phone and asks you a question you don’t know the answer to. You put them on hold to find the answer and then come back to them with it.
Great Customer Service – You explain you don’t know the answer but will get them the answer. You tell them you recognize their time is valuable and offer to either put them on hold or to give them a call right back. If they want to be called back, you get the answer and call back within minutes with the answer, letting them know they are a priority.

What according to you makes you a good candidate for this position? | My skill set is a perfect match for the job requirements. I'm having Startup experience and international experience as well. I also have the experience of chat and voice audit. I'm having 5 years of experience.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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