Subject: Trainer Candidate - Jaydeep Hela
From: Jaydeep Hela <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 1 Mar 2023 00:36:40 -0500

Tech Support
Test

Name

Jaydeep
Hela

E-mail

[email-masked]

Phone Number

(91) 9818682732

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)

gurugram

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

sbi card

QA

5/03/2023

35K(IN HAND)

Previous Employer 1

Awp

CST/QA

2019

28K IN
HAND

Previous Employer 2

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

13th of march

Please briefly
describe your work experience specifically in Quality?

I have over 3 years of experience in Quality. I have worked in positions such as
Quality Assurance Manager and Quality Analyst. I have extensive experience in
Call audit, Manage teams, Live feedbacks, Process Training, analyzing data, and
working with cross-functional teams to develop and implement process and quality
improvements. I have also utilized various quality management
tools.

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

The most difficult situation I have ever experienced as someone responsible for
managing and bringing improvements in the quality of my team was when I was
tasked with revamping the customer service department of a large retail store.
My team consisted of around 25 employees, all with different levels of technical
knowledge and varying experience in customer service.

My first step was to assess the current customer service processes and identify
any areas that needed improvement. I was able to quickly identify several
issues,  customer service system, and a lack of customer service training
for employees.

My next step was to develop a plan to make improvements to the customer service
department. I knew that this would require a significant commitment from all
members of the team, and so I took the time to explain the importance of the
changes to each employee. I also made sure to provide clear timelines and
expectations for each step of the process.

The biggest challenge I faced in this process was communication. Many of the
employees were resistant to change and had to be convinced that the changes were
necessary. I worked closely with each employee to ensure they understood the
importance of the changes and why they were necessary. I also worked with them
to develop an implementation plan that would ensure.

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

Good customer service is providing customers with
the basics they need to get their questions answered or their problems solved.
This can include timely responses to inquiries, accurate information, and
friendly customer service agents.

Great customer service goes a step further by anticipating customer needs and
going the extra mile to exceed their expectations. This could involve providing
personalized service, going out of the way to help, and proactively addressing
customer issues.

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

Because I knew that I will be the perfect for
this position, I am working in this filed from last half Decades.

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

3