Subject: Trainer Candidate - KUMARI MEENU
From: KUMARI MEENU <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 9 Mar 2023 09:19:42 -0500

Tech Support
Test

Name

KUMARI
MEENU

E-mail

[email-masked]

Phone Number

(+91) 9289092705

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)

SOUTH WEST

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

POLICY BAZAAR.COM

QUALITY
ANSSURANCE

17- JANUARY-2023

26,000

Previous Employer 1

DKC EXPORTS PVT LTD

SHIPPING
ASSISTANT

5-DEC-2022

20,000

Previous Employer 2

FOXIVISION
SCREENING SERVICES PVT LTD

BACKEND EXCUTIVE AND QUALITY
ANALYST

23-APRIL-2021

18,000

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

IMMIDIATE JOINER

Please briefly
describe your work experience specifically in Quality?

1) High
performance delivery on all quality parameters.

2) Call Auditing and Evaluation.

3) Conduct audits and feedback for all the agents with the objective of
improving agent’s.

4) Giving 1on 1 feedback

5) Understand customer needs and requirements to develop effective quality
control processes.

6) Execute internal call listening/calibration sessions.

7) MIS preparation and data sheet record of the work.

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 previous organization there are some agents who were
good but don't take there work on serious note, As they barely able to meet
the Quality Parameters, I personally take numerous of 1 on 1 sessions with them
but it won't work at all, because they listen the session carefully but
after sessions they take it casually.

So I was not able to figure how to buckle them up, however at that time I read
somewhere that the best way to bring best outcome from a mischievous student is
to make that student as a Monitor of the class.

So I do the same with my team I divide the responsibility of the team to that 3
agents and ask them to take care of the score of others and team as well, If the
score of others will goes down so all of them 3 will be responsible for that and
they have to give a penalty for that as well.

So in the beginning they are not able to manage but later when they found that
it has to be done in order to survive then they 3 together give there best in
work, And now if any of the member of there team is not able to score so they
can overcome that by scoring good and the overall score of the team won't
impact.

After a year they all were promoted because Or there continuous growth and work
qualities. And that's the best compliment for me as as well.

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

Good Customer Service

1)Your customer emails from your website. You respond within 24 hours.

2)Your customer is not happy with a product/service and wants to return it or
get a refund. You willingly accept the return less any restocking or trouble it
causes you.

3)You are on the phone with a customer and another customer walks in your
office. You whisper to the customer standing in front of you that you will be
right with them while you finish your call. They wait 5 minutes.

Great Customer Service –

1)You respond to that customer within minutes. (And watch out, this is fast
becoming the standard of simply “good” service.)

2)You not only graciously accept the return but let the customer know you will
waive all fees associated to ensure that their experience is a good one. You
then suggest alternative products/services that might fit them based on their
feedback on the initial experience.

3)You tell the person on the phone to hold for one moment and you will be right
back with them. You greet the customer in front of you and quickly assess their
needs. If you can help within 15 seconds, do it. If not, explain you need XX
minutes to finish the call you are on (they already know you are on the phone)
and will be right with them. You return to your call, apologize for putting them
on hold, and finish helping the caller.

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

I am best
for the QA position because I have a strong attention to detail, experience in
testing and debugging, and the ability to communicate effectively with team
members. I am also proficient in industry standard tools and methodologies for
quality assurance, and I am passionate about delivering high-quality products to
the end-user.

Above all, if you state that you have a passion of quality assurance then you
will be vastly differentiated from most candidates. Reaffirming that you have
attention to detail and demonstrating it is bonus points.

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

3