Subject: Trainer Candidate - Kishan Gupta
From: Kishan Gupta <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 1 Mar 2023 09:09:14 -0500

| | Tech Support Test

Name | Kishan Gupta
E-mail | [email-masked]
Phone Number | (+91) 9891187328
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) | Noida sector 73

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 | Teleperformance | Quality analyst | | 23K
Previous Employer 1 | Aegis | Operation Executive | 1/8/2021 |
Previous Employer 2 | Paytm | Operation Associate | 13/3/2019 |

If Selected, how much time do you need to join? | 2 months

Please briefly describe your work experience specifically in Quality?

*Auditing calls, email, chat and response given on social media
*Team huddle
*Training and coaching
*Internal and external calibration
*Report generation
*Making PIP and BQM plans.

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 | During the enrollment of new batches last year, i came across a situation where trainer was not available for particular batch so i handle the whole batch and also did the certification and OJT for them.

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

*Good customer service means consistently meeting customers expectations and great customer service means understand and emphasizing with them.
*Good customer service is solving their problem and great customer service means putting themselves in customer shoes.
*Good customer service is solving the problem and great customer service is finding and solving the root cause of the problem so that others don't face the same.
*Good service is that what your customer expects from you and great service that doesn't expect and you deliver more to them.

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

*Relevant experience in the same field.
*Qualification in education background.
*Communication
*Investigate and auditing
*Training and coaching
*Proficient in this role.
*Meets the expectations within the timeline
*Highly motivated
*Meeting deadlines.

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

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