Subject: Trainer Candidate - SAUMYA SRIVASTAVA
From: SAUMYA SRIVASTAVA <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 10 Mar 2023 03:52:10 -0500

| | Tech Support Test

Name | SAUMYA SRIVASTAVA
E-mail | [email-masked]
Phone Number | (+91) 7292092303
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) | Chattarpur

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 | Vedantu pvt ltd | Team leader | 30 March 2023 | 58700
Previous Employer 1 | Instasolv | sme | 20 Aug 2020 | 33000
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 1 month

Please briefly describe your work experience specifically in Quality?

-Implementing methods to inspect, test and evaluate projects work.
-Ensuring that project work adhere to quality standards.
-Preparing reports by collecting, analyzing and summarizing data.
-Working according to deadlines for the delivery of project.

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 | It was very difficult to manage a huge number of people when i joined as a team leader as there was no defined system. As a TL i implement quality parameters by making system dashboard which keep track of project quality as well as team member performance. After having clear visibility in work the team efficiency has been improved to 40% in a month. Team members feel motivated and a positive competitive environment has been observed. This method also helps to improve the work quality and time delivery of project to our clients. Also as a TL i used to do a random 10% quick cross check in order to ensure if the work is on track and quality has not been compromised at all.

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

- Good customer service representatives will finally solve the issue. But Great customer care representatives will fix the issue right away and take all necessary steps to resolve it.
- Good customer service respond time is somewhat more but great customer service respond time is instant like chat box.
- Good customer service shows sympathy but great customer service shows empathy.
- Good customer service keep the customer satisfied but great customer service keeps the customer to go beyond retaining their loyalty and making them cheer.

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

- I am a quality person. Work with quality only speaks and leads to customer satisfaction.
- I feel empathy for others which makes me good candidate to understand my clients and going beyond to fulfil the requirement.
- Adding to this i has experience in maintaining quality of the project as well as helping my team to work in motivated and cheerful way so they really enjoy doing the work.

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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