Subject: Trainer Candidate - Meghna Khanna
From: Meghna Khanna <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 25 Feb 2023 05:48:50 -0500

Tech Support
Test

Name

Meghna
Khanna

E-mail

[email-masked]

Phone Number

(91) 8447887764

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)

Paschim vihar

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

Univer Solutions Pvt
Ltd

Team Lead Quality

Present

45

Previous Employer 1

Interstar Technologies Pvt
Ltd

AM Quality

30 Jun 2020

52

Previous Employer 2

Techvedic
Technologies Pvt Ltd

Sr. Process Trainer

July

42

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

1 month...

Please briefly
describe your work experience specifically in Quality?

1
Managing a team of  10 QAs

2 Assigning audits to the team

3 Call Calibration

4 Preparing Quality Dashboard for MBR

5 Auditing Auditors

6 Preparing SOPs for process excellence and Transactional Monitoring and
responsible for its smooth implementation.

7 Preparing process reports on daily, weekly and monthly basis.

8 Monitoring special audits

9 Conducting Quality sessions for New hire batch and upgrading existing team

10 Sharing one on one feedbacks

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

My current organisation did not had quality department before
I joined...I have setup quality for my organisation...Most challenging part was
that the team had never worked with Quality before...First thing I had to do was
to prepare process Do's and Don't based on which i prepared a quality
sheet...When i first did a test run on the sheet scores was a complete
disaster...Next challenge was to make the operations team understand the
implementation not just from sales prespective but from process excellence stand
point as well...Once quality scores were linked with the incentive plan and all
the agents were given a taste test...finally quality was implemented... I did
all thia single handedly...And now over a period of time I have hand picked each
and every single QA in my team and have trained them on the process and on the
quality parameters so that they are independent enough to work under minimum
supervision... This came with rigorous training sessions for the team...call
calibration sessions for the team and attending one on one feedback sessions
along with the QA...

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

Good customer service is where you eventually provide a solution
to the customer's issue but a great customer service experience is what
immediately the best that you can offer to the customer to pacify him and do
something out of the box that the customer is compelled to come back to you
along with giving him a satisfactory solution to his issue..

What
according to you makes you a good candidate for this position?

Over the years, I have acquired relevant skills and
experience, which I will be more than willing to bring to your organization. I
have given 100% may be more to my work which has enabled me to recognise my
capabilities and limitations. I am a team player and a quick learner and I fully
intend to use my capabilities in future career, which would be in your
organization if I am selected for the position.

On a scale of 1 - 5
please rate your fluency in spoken English

5