Subject: Trainer Candidate - Saurabh Sharma
From: Saurabh Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 4 Mar 2023 03:39:17 -0500

| | Tech Support Test

Name | Saurabh Sharma
E-mail | [email-masked]
Phone Number | (+91) 7838380105
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) | Janakpuri, New 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 | XL Dynamics | Customer Service Representative | May 2022 | 45,833
Previous Employer 1 | Citifinancial Consumer Finance Ltd | Assistant Manager- Customer Service and Quality | May 2008 | 41,666
Previous Employer 2 | NIIT Smart Serve Ltd | Team Leader Quality | Feb 2006 | 34,166

If Selected, how much time do you need to join? | none

Please briefly describe your work experience specifically in Quality?

● Responsible for timely and accurate reporting of customer service metrics obtained from various channels - Inbound Call Center, Letters, Email and Branch walk-in customers.

● Worked on various projects- customer retention cell, process change for Customer Correspondence Unit to enhance efficiency of operational deliverables by improving cycle time, reducing non-value added steps and identifying deviation.

● Calibrating efforts of Customer Communication Channels to ensure uniform resolution for inquiries, requests and complaints by various customer touch points.

● Coordinating with in-house transition team to outsource projects, ensure smooth handover and replication of best practices

● Contribution in certification of COPC Gold Standard Certification

● Involved in various projects– COPQ (cost of poor quality), update policy, sales rejection reasons

● Certified as Six Sigma Yellow Belt

● Performing Internal audits to check adherence to processes and documentation of process manuals

● Taking refresher process trainings and surprise tests to check consistency in process knowledge and standard understanding and application.

● Taking steps to route information from quality to Operations and Training team

● Calibration sessions with operations and 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

Performance management can be a bit tricky when operational incentives are linked to quality scores. There have been numerous occasions when agents who were exceptionally good in operational performance whether is customer service or sales but due to a quality monitoring score got a dent in the total incentive received for a particular month. I personally believe that if incentives are linked with performance in operations and quality then the slabs must be made thoughtfully after studying data of previous months. The purpose of a stringent incentive structure should not be to save money and reduce the incentive earned by an individual, rather to motivate an employee to excel his/her present capacity.

Another challenge, I came across was targets for monitoring calls for the quality team was very high in terms of AHT (Average Handling Time) for the call. In a sales call, the sales pitch may not be delivered in a single call and repeated follow-ups need to also be monitored to arrive at the quality score for the sale. Total time spent on call must be factored in and time given on feedback is equally important and delay in feedback can result in futility of the efforts spent on monitoring the call.

The third challenge was that leaders of operations team thought that time spent on quality feedback when agent was made to listen to his/her own recording was a waste of time. The operations team was not comfortable with refresher trainings to be conducted once the agent was live on the floor. This is quite contrary to quality findings, as even though the agent knows there are 10 key points to pitch to customer, he/she pitches only 5-6 which he she believes are more emphatic in converting a sale.

Lastly, Operations and Agents are more concerned with the score of the quality monitoring. The score is just an indicator; the feedback on what happened on the call and what is the action plan to be followed for a similar future situation is what requires to be paid attention to. After all, the primary objective of the quality monitoring feedback is to improve operational performance and boost sales, using the knowledge of the quality auditor the best practice used by the team and across industry can be leveraged and performance can be augmented.

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

Good customer service is able to convey your point to the customer in an effective manner; whereas great customer service is able to understand the issue of the customer paraphrase the customer issue and provide solution to him/her in clear actionable points.

Good customer service is to be clear what to provide when customer is facing an issue; whereas a great customer service is to be able to pin-point why and what is the exact issue rather than tag the issue as per training.

Good customer service solves the customer issue; whereas great customer service, resolves the customer issue, ensuring same issue does not re-surface and customer remains brand loyal and his association with company's service/products does not change with this particular bad experience.

Good customer service solves the customer service; whereas great customer service ensures that customer's opinion about the company is much better than before the situation arose.

What according to you makes you a good candidate for this position? | I have vast experience with good companies.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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