Subject: Trainer Candidate - Ravikumar Rathod
From: Ravikumar Rathod <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 10 Mar 2023 02:52:06 -0500

Tech Support
Test

Name

Ravikumar
Rathod

E-mail

[email-masked]

Phone Number

(+91) 9033678904

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 using other transport like
Rickshaw

Where do you currently live (area)

Vadodara

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

Archer transnational systems
pvt ltd

Quality executive

-

25500

Previous Employer 1

Concentrix India pvt ltd

Sr.
Quality evaluator

27th Nov 2021

16000

Previous Employer 2

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

Two and half months

Please briefly
describe your work experience specifically in Quality?

I joined
concentrix in 2017 as chargeback analyst, promoted as quality evaluator in 2019,
till the time I am in the quality management field. In concentrix i had to audit
the sample cases daily including processes on visa, mastercard and rupay portal
in luding emails and calls. I was handling the team of 40 people and also help
in training for beginners. In Dec 2021, I had change the job and join Archer pvt
ltd as quality executive and doing audit on medical data from USA's legal
firms. I am used to with Dashboard, quality meets, TNIs and
training.

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

When I joined the concentrix in 2017, I was one of the the 1st
batch of the chargeback process which was very new and critical process for our
organisation. I learnt all the stages of chargeback process from domestic to
international cases. As my quality score was quite impressive and I am one of
few employees who had the overall knowledge of the process, I applied for
quality evaluator and started my journey, it was very difficult for me to set a
bridge with client and operation team because the process is very critical as
there are direct threats of financial loss and I was mediator. Still with the
time, together we set the parameters, KPIs and stable the process which can run
smoothly. After that I was again promoted as Sr. Quality evaluator. For better
opportunity I joined the archer pvt ltd in Nov 2021 and till the time I am
working there. I am used with client callibration, Dashboard publication, weekly
or monthly sessions of qc meets, TNIs, provide root cause analysis report . In
my current organisation we are working for USA as quality executive, my process
is to audit medical records for lien resolutions, here also I publish dashboard
weekly, we have qc meets and other sessions for improve the quality score and
parameters

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

For good
customer service you just follow the script or protocol and solve the issue but
if you make customer feel that we are here for your help and you will not face
such incidents in future that is the great customer experience.

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

I know the in and out of quality management, may be I am not
up to mark with the latest applications but I under the situations, criticality,
the relationship I can manage with operation team. At the end people are the
only thing we work instead of data.

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

4