Subject: Trainer Candidate - Rajat Verma
From: Rajat Verma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 13 Mar 2023 20:38:39 -0400

| | Tech Support Test

Name | Rajat Verma
E-mail | [email-masked]
Phone Number | (0120) 7303102828
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) | Raj nagar extension- Ghaziabad

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 | IENERGIZER | Team leader | - | 53000
Previous Employer 1 | NTT data - IENERGIZER | Sr. Process associate | 10th jan 2020 | 39700
Previous Employer 2 | Porteck | Account receivable | 12 Nov 2019 | 22000

If Selected, how much time do you need to join? | Notice period of 30 days

Please briefly describe your work experience specifically in Quality?

Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.

We need to give Feedback sessions / refresh
training to the agents who all are bottom quartile.

Prepare weekwise quality PPT and need to represent to client and management

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

We did face challenges with the new agents or how all are in OJT were in lot of internal and external errors were flown in and t’s was difficult for us to maintain the basic quality SLA of 95%.

So we came up with a plan to do basic PKT process knowledge test to check their process knowledge .

We have prepare a quality SOP and shared this to  entire so that everyone should follow the same

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

For me good customer service means instant solution to the patient /caller

Great customer service means solution to patient /caller with the help of cross management and dealt with other task to get the problem resolved

What according to you makes you a good candidate for this position? | I am handy with bag full of experience in customer service ( health care ) and am already a team leader and handling 39 agents and 2 quality auditors
On a scale of 1 - 5 please rate your fluency in spoken English | 4

| |