Subject: Trainer Candidate - Varsha Kumari Gamot Varsha
From: Varsha Kumari Gamot Varsha <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 7 Mar 2023 02:21:31 -0500

Tech Support
Test

Name

Varsha
Kumari Gamot Varsha

E-mail

[email-masked]

Phone Number

(97828) 46068

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)

Jaipur

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

30 April

35,500

Previous Employer 1

Previous Employer 2

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

1.5 month

Please briefly
describe your work experience specifically in Quality?

Performed
monitoring for aligned associates and providing feedbacks to improve process
quality.

Maintaining good relationship with operations leaders and process trainers to
share quality updates.

Preparing weekly dashboards and presenting them in the client calls.

Identifying root causes while analysing customer's VOC.

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

The most difficult situation in my experience was when I was
asked to improve conversion and Customer experience score for BQ (Bottom
Quartile) Associates. There I started working on themselves by making providing
feedbacks along with the process knowledge. Also, focussing on the essential
elements like tone of voice, language, communication skills, process knowledge.
Associates were asked to avoid canned responses and exhibit active listening
skills whenever required. Further also provided emotional supports and feedbacks
were also taken from the associates where they mentioned about challenges they
were facing like continue chats, chats in queue which were further communicated
to upper level. After giving proper guidance it sales conversion was improved by
5%.

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

When you
resolve the customer concern it is termed as good customer service. But when you
resolve customer's concern keeping your company values first and
empathizing and acknowledging customer's every statement is termed as great
customer service according to me.

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

I
consider myself good candidate for this position because I constantly work hard
to achieve great results. I believe my skills to adapt, always adjusted my plans
in response to keeping companies requirements at first.

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

5