Subject: Trainer Candidate - Sumit Singh Rawat
From: Sumit Singh Rawat <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 17 Mar 2023 11:22:06 -0400

| | Tech Support Test

Name | Sumit Singh Rawat
E-mail | [email-masked]
Phone Number | (+91) 9953820983
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) | Noida Sector 22

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 | TechValley Pvt ltd. | Quality Analyst | serving notice period | 28.8
Previous Employer 1 | 3i BSPL | Quality Analyst | 29 June 2022 | 21.5
Previous Employer 2 | KarvyDigikonnect pvt ltd | Quality Analyst | 30 Sept 2020 | 16

If Selected, how much time do you need to join? | 15 to 30 days

Please briefly describe your work experience specifically in Quality?

Experienced QA in the outsourcing and BPO business, managing quality for various LOBs (E-mail,
chat, leads, cancellation & escalation, voice, & non-voice) of large international and domestic
processes in the areas of e-commerce, BFSI, and in remote staffing company, Summarize. Analyse
statistics to improve quality and compile accurate reports

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

Being a Quality Analyst one of the most significant challenges that I faced is maintaining and improving the quality of their team's work in the beginning of the new process. This is especially true in a sector where there is a high volume of repetitive and time-sensitive tasks that require a high degree of accuracy and consistency. Quality must ensure that their team members are trained to maintain the company's quality standards with customer satisfaction and are consistently delivering work of a high standard. This can be particularly challenging when dealing with a large team with varying levels of skill and experience.
One difficult situation that a Quality Analyst may encounter is a sudden drop in quality in the team's work. This could be due to a variety of reasons such as lack of training, poor supervision, changes in the work process, or a sudden increase in workload. Whatever the cause, it can have significant implications for the company's reputation and bottom line.
In such a situation, Quality Analyst needs to act quickly to identify the root cause of the drop in quality and take steps to address it. This may involve additional training for team members, changes in the work process, or hiring additional staff to help manage the workload. Quality Analyst may also need to work closely with clients to reassure them that the issue is being addressed and to prevent any negative impact on the relationship.
Communication is key in such situations, and the team must be transparent with the clients and stakeholders about the situation and the steps being taken to address it. Quality Analyst may also need to work closely with senior management to identify any underlying issues in the company's processes or infrastructure that may be contributing to the problem.
In conclusion, managing a team in the BPO sector is a challenging task, and maintaining quality is a key responsibility for Quality Analyst. A sudden drop in quality can be a difficult situation to handle, but with the right approach, it can be addressed effectively, and the team can be brought back on track to deliver work of a high standard.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Good customer service is meeting the basic needs and expectations of the customer wherein, Great customer service goes above and beyond for the needs of the customer and delivering exceptional experiences. It requires empathy, active listening, and a commitment to delivering a personalized solution that meets the unique needs of each individual customer with ownership.
What according to you makes you a good candidate for this position? | Quality analysts need to pay close attention to details to identify issues and ensure that products or services meet the required standards. Quality analysts must be able to analyze complex data, identify trends and patterns, and provide recommendations based on their findings.Quality analysts must be able to work effectively as part of a team, collaborating with colleagues to identify and resolve quality-related issues and should be constantly looking for ways to improve processes, products, and services to enhance quality and increase efficiency.
On a scale of 1 - 5 please rate your fluency in spoken English | 3

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