Subject: Trainer Candidate - Aakanksha Sharma
From: Aakanksha Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 3 Mar 2023 05:10:29 -0500

Tech Support
Test

Name

Aakanksha
Sharma

E-mail

[email-masked]

Phone Number

(84475) 73836

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)

Delhi

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

NA

Previous Employer 1

Weddingwire.in

Senior Quality
Analyst

31/06/2022

34000

Previous Employer 2

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

Immediately

Please briefly
describe your work experience specifically in Quality?

Conducting quality (soft skill & Language) review of
telephone representatives' performance within functionally specific units
to ensure quality service goals

Providing coaching, advice and guidance based on audit findings, and delivers
performance feedback to associates as outlined in business unit's policies
and procedures

Ensuring 100% closure of feedbacks

Creating and publishing regular audit reports with management and clients
(weekly, monthly)

Identifying gaps and conducting feedback and refresher sessions with agents to
improve quality of calls

Driving process improvement initiatives

Conducting calibration and performance review call in terms of quality with
client as well as the internal team

Mentoring newly hired representatives to ensure a smooth transition from
learning environment to daily production environment and may participate in
providing formal training.

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

Doing the audits, feedbacks and trainings for the team alone
as my colleague left.

Managing the training sessions of  quality for new joiners in the sales and
customer service team.

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

Good
customer service is something where we listen to the customer and provide
solutions.

Great customer service is something where proving solution is not sufficient but
also offering him additional services and empathise on the issues
shared.

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

As shared above that I had alone managed the
quality and training for sales and customer service team

Have good experience in auditing and sharing feedbacks and trainings

Along with preparing and sharing dashboards and weekly and monthly
reports.

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

4