Subject: Trainer Candidate - Saroj Kumar
From: Saroj Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 8 Mar 2023 08:00:47 -0500

Tech Support
Test

Name

Saroj
Kumar

E-mail

[email-masked]

Phone Number

(+91) 7065137379

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)

Dabri Extension

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

Mann Travel

Quality
Analyst cum team leader

NA

41 K

Previous Employer 1

Concentrix Daksh

Lead Quality
Analyst

5th April 21

33 K

Previous Employer 2

NA

NA

NA

NA

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

15-30 days

Please briefly
describe your work experience specifically in Quality?

*
Monitoring calls and providing constructive feedback * preparing performance
report and sharing with the team * conducting team huddle * providing briefing *
Taking participate in call calibration * handling esclation * find out the
training need identification * providing training when
required

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 was working with concentrix as a quality analyst and I
was aligned with a team. We were doing good as team in all the parameter however
all of sudden my team CSAT score went down and it was critical situation for us
to maintain our CSAT score due to less time. I went through the call details and
analyzed that we are not taking the correct follow up procedure with the
customer so that our team score is going down in CSAT. Actually there was outage
in system and we were not able to help the customer due to system issue
that is why customer given a negative response.

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

If we are providing resolution only as per customer
query and complaint then its a good customer service. For great customer service
we need to put some extra effort by providing alternative and make feel wow to
customer.

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

I have a good relevant experience in customer
service and good record to improve the team performance as per defined
parameter.

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

5