Subject: Trainer Candidate - Gautam Sharma
From: Gautam Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 3 Mar 2023 03:22:58 -0500

Tech Support
Test

Name

Gautam
Sharma

E-mail

[email-masked]

Phone Number

(140133) 9056843735

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)

Mohali

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

15jan2023

30000

Previous Employer 1

Concentrix

IT
Technical Associate

28feb2023

19000

Previous Employer 2

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

Immediate

Please briefly
describe your work experience specifically in Quality?

Doing
Audits and monitoring the chat and e-mail interactions.

Calibration sessions with the employees

Compliance monitoring over the chat.

Monitoring the chat flow.

Monitoring the sentence formation.

Monitoring the work avoidance.

Monitoring the profanity.

Monitoring the chat and conclude that it is useful to the customer or not.

Monitoring the First call response is on time or not.

Monitoring the Average Handling time.

Ensure that user expectations are met during the conversation.

Draft and execute quality assurance policies and procedures

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

In my previous role I came to know one scenario, In which
customer explained to the operator over the chat that the application which was
continuously throwing an error/bug after the windows upgrade from the 10 to
windows 11. That application was the source of income to the customer and he was
unable to install it.The application was the third party application but the
issue was that the error was occuring due to the invalid code and that was
related to the windows.The operator searched for it while handling the customers
system over the remote.Later on, the operator is asking about the customer and
making air gaps for a long time as the customer let to the operator that he is
80 years old.

At that point We as we all are one,we discussed that in such scenario we can
guide thoroughly about the new version, application or related to the upgrades
in future as well so that customer have sufficient information for the future
reference and the air gap is avoided by that till the troubleshooting is going
on. In that case we can acknowledge the customer with the latest version and we
are doing troubleshooting,we are fullfilling the all quality parameters.

In such way customer will be happy at the end of the conversation.

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

Good
customer service reps will get the problem solved eventually.However,great
customer service reps will get it solved immediately, doing everything they can
to remedy the problem at hand.

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

As according to me the
positive attitude with the observation,patience and resolving skills is the
greatest combination of the skills.However Emotional Intelligence and politeness
is the key to resolve any issue.

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

5