Subject: Trainer Candidate - Dipesh Popli
From: Dipesh Popli <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 6 Mar 2023 01:54:49 -0500

Tech Support
Test

Name

Dipesh
Popli

E-mail

[email-masked]

Phone Number

(91) 8800726794

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)

Faridabad

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

Concentrix Daksh Services
India Pvt Ltd

Senior Technical Advisor

5th April 2023

33000

Previous Employer 1

Policybazaar.com

Sales Associate

2nd June 2023

17500

Previous Employer 2

NA

NA

NA

NA

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

30 days as i have 30 days notice period

Please briefly describe your work experience
specifically in Quality?

I have been working customer
service industry from last 4 years. I have great understanding of quality
parameters. I have achieved sales target as well as monthly csat targets while
maintaining quality standards as per company guidelines. I have managed to close
calls within AHT target. Well aware about compliance policy. Have a good
experience in auditing calls and checking all quality parameters.

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

In my organization the most difficult situations is when we
have IQE audits, these audits are done by client directly. After IQE audits if
there is any non compliance or any knowledge defect. We have to immediately take
sessions for all advisor team wise while managing the call flow.

We have recently introduced CHS(Call handling score) so in CHS there are certain
points like Opening face, Customer profiling, Sharing action plan,
Troubleshooting, Gain Agreement, Call closure. After introducing these
parameters we have observed growth in Customer satisfaction
surveys.

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

Good
customer service means resolving the issue and have a neutral customer
experience. Great customer service is where we resolve customer's issue and
also at the same time we provide human touch like understanding the issue,
relating with customer , empathize with customer then help in resolving the
issue while gaining customer's trust.

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

My great
knowledge in terms of customer service quality standards and ability to help
advisors understand about organization's quality standards and meet CSAT
with a great quality adoption score.

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

5