Subject: Trainer Candidate - Lalita Dogra
From: Lalita Dogra <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 10 Mar 2023 01:59:45 -0500

Tech Support
Test

Name

Lalita
Dogra

E-mail

[email-masked]

Phone Number

(91) 9717023594

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)

Ghaziabad Nearby Sector 63
Metro Stn Noida

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

HCLTech

Team Leader
Quality

27 Jan 23

30000

Previous Employer 1

Cogent E
Services

Customer Service Associate

May 2017

May
2018

Previous Employer 2

Magus Dialog
(Home Shop18))

Customer Service executive

May 2015

March
2017

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

1 day post selection

Please briefly
describe your work experience specifically in Quality?

•
Providing continuous feedback in a way that optimizes employee’s performance
by providing them on time feedback after auditing their calls.

• Conducting Quality Transaction Monitoring session for new hires.

• Conducting certification for new hires and old employees as an when
required.

• Auditing call and giving feedback to the agents on real time basis to avoid
any escalation in future.

• Conducting PKTs on monthly basis.

• Finding RCA for client escalations and sharing observations, arranging HR
sessions if requires.

• Conducting call listening session with agent and leads to improve their
performance.

• Participating in monthly internal and external calibrations session among
PIC/QAs /SME

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

I had to struggled with multiple things in the beginning after
getting prompted as a team leader however,  I was able to manage it.

We used to have a external quality calibration for Empathy  Calls (Empathy-
A project that we were driving in our project ) with client and it was the first
time we initiated that activity.

My team member who is also a team leader but he used to do these things himself
and no one out there was aware of the process as initial training regarding
those calibration parameters happened with him only.

On the calibration day, he called to our senior manager and said that he will
not be able to conduct it as his grandmother is not well and she is
hospitalized.

We were only 2 team leads there in Voice LOB, so my manager asked me to own the
responsibility though I had no idea what, how to execute things I node my head
by saying "Yes Sir".

Calibration was already scheduled including all the higher management as a
compulsory joiner , I was a bit nervous however I didn't show that during
the call.

I call my Sr. Manager (I was reporting to her when she was AM in quality) and
took some advice and suggestion of do's and don't during the call.

I was not very much sure that time if we can play calls for other site in our
tool so I wanted to know that thing only.

When calibration started  I read all the SOP and the defined parameter and
followed it line by line and was able to manage it.

Since than I was the one who was conducted all kind of call listening session /
calibrations (Internal/External) with client.

I got opportunity to communicate through these sessions with higher management
(Up to  AVP level) across the sites.

It was really great experience talking and learning from them without any
mediator.

Post those session I trained 2 of my team member to handle these kind of session
with confidence.

They all were the part of these sessions / calibrations

for learning and out come of these calls /session were also shared with all the
agent population so that they can follow the best practice during the call.

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

The only
difference between good and great customer service is meeting expectations vs
exceeding expectations.

When we are doing beyond the box to make our customer happy , however, we are
also comply to the project and company policy.

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

My 7.5
years of experience in BPO (Customer Service ).

I started my carrier as an agent, took calls for almost 3.5 years which includes
domestic and international client.

Post that I worked as a PIC performance improvement coach  and my task was
to audit agents , giving feedback and enhance there performance in terms of
quality and productivity both.

I was a team leader more of team player so I know how to deal with different
behaviors.

And I have all the elements which requires for this job as per JD on the
profile.

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

4