Subject: Trainer Candidate - Kailash Kumar
From: Kailash Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 6 Mar 2023 08:30:08 -0500

Tech Support
Test

Name

Kailash
Kumar

E-mail

[email-masked]

Phone Number

(+91) 9821900749

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)

Chattarpur, 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

FYBS Private Limited

Training &
Quality Manager

44000PM

Previous Employer 1

Etishal India
Pvt. Ltd (IndiaMart)

Quality AM

Dec' 2016

35000PM

Previous Employer 2

MK Hyper
Quality- Walt Disney Company

Training & Quality
Assessor

Jan-2013

26000PM

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

15 Days

Please briefly describe your work experience specifically in
Quality?

My last three companies' experiences have
prepared me well for the position to handle or work with large teams and
processes.

I have developed quality processes from scratch during my working period with
IndiaMart had developed and established Quality processes their for multiple
centres as well as for our 300+ employees who were working in our Gurgaon
Centre.

When I had taken responsibility for the Indiamart process there were around 33%
of the leakages in the operations I had started to work on as a big challenge
and we were able to drop down @3% after a 4 months’ time span.

My working mantra is to increase revenue and also control the bottom line cost
of the process by maintaining the quality achieving%

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

When I had taken responsibility for the Indiamart process
there were around 33% of the leakages in the operations I had started to work on
as a big challenge and we were able to drop down @3% after a 4 months time
span.

The entire team was not happy to work with me in the process because there was a
lot of work that has decided to get the result, some of team were not from
quality they were prompted recently in quality department so their mind-set were
with the ops and sales related only they were not sink with quality. I had
worked with them a lot to improve quality and why these things are important to
any of the process.

Had started their TTT to make them understand about entire quality process as
well as how to handled or manage with the ops team.

Actually I had big challenge to motivate and train them for quality however at
last they were understand the importance of the quality apart from auditing the
call and sharing feedback there are multiple things in quality.

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

Addressing
customer queries with the following things is good customer service like

1. Following the defined process

2. Listing customer queries with empathy

3. Delivering complete information

4. Apologizing for the inconvenience, if any

5. Asking for further query

6. Following two-way conversation

7. Answering with politeness

However, to deliver Great customer service have to also keep in mind these below
qualities

1. Have to respond to the query not react to the customer

2. Always keep in mind to deliver delight not only information

3. Always smile while talking with customers

4. Try to give FTR- First Time Resolution

5. Customer agony shouldn’t increase try to resolve it in all the possible
ways if S/he can

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

Experience & as well as working with highly
motivated IIT & IIM professionals is boosting me for the
position

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

5