Subject: Trainer Candidate - Anshul Vaidya
From: Anshul Vaidya <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 17 Mar 2023 09:35:55 -0400

| | Tech Support Test

Name | Anshul Vaidya
E-mail | [email-masked]
Phone Number | (011) 9718205635
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) | Govindpuri New Delhi

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 | Aegis BPO | Specialist Quality | Nov 11 2021 | 28000
Previous Employer 1 | TechM BPO, sector 64 Noida | Senior Associate Quality | June 29 2018 | 24000
Previous Employer 2 | Innovazion Research, Sector 16 Noida | Quality Analyst, Market Research | Sep 23 2016 | 20000

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

Please briefly describe your work experience specifically in Quality?

**17 month term as Quality Analyst Market Research between May 2015 to Sept 2016 with Innovazion Research Sector 16 Noida--quality for telephonic interviews CATI, CABI
**12 month term as Senior Associate Quality between July 2017 to June 2018 with Tech Mahindra Sector 64 Noida--quality for GST process
**32 month term as Specialist Quality between April 2019 to November 2021 with Aegis BPO Gurgaon--quality for Maruti Arena sub lobs MOS, Inbound, Complaint 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

* making experienced CCE understand difference between sales process scripts and service process scripts
*use of vlookup and hlookup commands towards highlighting process performance mid and bottom quartile management with reporting managers
*use of pareto charts and statistical control charts towards identifying key default parameters

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | 1. A good customer service aims to target customer satisfaction explain process variable and parameters to customer on escalation whereas excellent customer service aims to either explain customer process variable and parameters else register a ticket on shared customer concern for prompt resolution

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

*5years experience as Quality Analyst.
*Handled NHT batch training for 2 batches for Maruti Arena process with Aegis BPO between June and July 2019.
*contributed towards dip check and pkt questionnaire planning for assigned sub lob for Maruti Arena process at Aegis BPO Gurgaon.
*implemented discontinuation audit, short call audit, AHT targetted audit, ACPT audit, client ISO audit and client super audit.
*six sigma green batch and six sigma black belt professional.
*PG Diploma in Statistics and MBA Finance and Marketing professional.

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

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