Subject: Trainer Candidate - Arati Jadhav
From: Arati Jadhav <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 10 Mar 2023 05:10:03 -0500

| | Tech Support Test

Name | Arati Jadhav
E-mail | [email-masked]
Phone Number | (+91) 8177847992
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) | Hyderabad

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 | Sitel Group | Quality Analyst | 30th April'23 | 40000
Previous Employer 1 | Sykes Business of India | Customer Service Representative | 3rd Jan'23 | 23700
Previous Employer 2 | Sangaonkar Signs | Project Coordinator | 28th Dec'18 | 20000

If Selected, how much time do you need to join? | 1st May'23
Please briefly describe your work experience specifically in Quality? | Evaluating and auditing the customer interactions handled by representative as per the Quality Parameters. Sharing the feedbacks to ensure there is improvement. Identifying the root cause for customer dissatisfaction and coaching the representative.
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 | There was a situation where we team was not performing good for couple of months and I was newly assigned this team, I was required to manage things and work on improving the CSAT%. I took the team meeting and set the proper expectation and brushed up everyone's role and responsibilities. Next thing I did is gave the set up targets and the time period to make it happen. I took the sessions for my team members regarding quality parameters and about the proper way of sharing feedback. We started getting the expected results.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer services trying to meet customer expectations and resolving customer concerns.. Great Customer services is about personalizing, being empathetic and quick. We need to understand customer needs to give a great customer services.
What according to you makes you a good candidate for this position? | I'm good at managing things in critical situations. When it comes to handling team I find myself more confident. I'm a quick learner and adaptive person. I'm flexible about shift and week offs. I'm good at identifying root cause and effectively sharing feedback.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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