Subject: Trainer Candidate - Puja Upadhyay
From: Puja Upadhyay <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 10 Mar 2023 02:59:18 -0500

Tech Support
Test

Name

Puja
Upadhyay

E-mail

[email-masked]

Phone Number

(91) 7036378617

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)

Greater 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

Tech Mahindra

Senior Quality
Analyst

6/Nov/2022

37000

Previous Employer 1

Concentrix

Quality Analyst

14/Feb/2022

35000

Previous Employer 2

British Telecom

Customer
Service

08/Nov/2021

29000

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

Immediate.

Please briefly describe your work experience specifically in
Quality?

3Years and 5 months

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

Back when I was working with one of the company named
concentrix. One of my colleagues left the company and I had to take on all their
works. I was given a responsibility to look after the team quality score as well
as had to lead a project which I knew little about it. There were
miscommunication across teams which I had to figure it out how to get everyone
back on track with the perfect quality percentage and the process knowledge.

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

For good
customer service, Agents will get the problem solved eventually. Great customer
service agents will get it solved immediately doing everything they can to
remedy.

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

I feel that I have a confidence in communication.
In the present key role the most facilitate communication is between management
and frontline staff. As a Qualify Analyst I directly work with frontline agents
to improve customer service and ensures that we have enough time to create a
proper testing environment.

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

4