Subject: Trainer Candidate - Sai Kiran R
From: Sai Kiran R <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 17 Mar 2023 11:59:01 -0400

Tech Support
Test

Name

Sai Kiran
R

E-mail

[email-masked]

Phone Number

(+91) 6364628828

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 live walking distance to office

Where
do you currently live (area)

Bangalore

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

Bundle technologies

Sr. Quality
Analyst

Feb - 2023

43k

Previous Employer 1

Alorica
India

Quality Analyst

June - 2022

33k

Previous Employer 2

24/7.ai

SME

Dec-2019

24k

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

Immediate join

Please briefly
describe your work experience specifically in Quality?

I've
worked with Alorica India and Bundle technologies as a Quality Analyst. Being a
quality analyst,I used to audit emails, chat, calls and web tickets. Apart from
auditing I have also conducted several calibration sessions, weekly dip check
session, hygiene audits, TNI to the training team, etc.

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

One of the most challenging situations that I may encounter as
a manager is how to bring about meaningful improvements in the quality of the
team's work. Below are some steps that I could take:

Identify the root cause: The first step is to determine the underlying issues
that are causing the subpar quality of the application. It could be that the
team lacks the necessary skills or knowledge, or there may be issues with the
development process. I could conduct a thorough review of the team's work,
look at customer feedback and complaints, and analyze the development process to
identify the root cause of the problem.

Develop a plan: Once I have identified the root cause, the next step is to
develop a plan to address the issue.

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

Good customer service meets the basic expectations
of customers, while great customer service goes above and beyond those
expectations.

Good customer service representatives are polite and helpful, but great customer
service representatives are enthusiastic and passionate about helping
customers.

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

Attention to detail: Quality Analysts are
responsible for ensuring that all processes and procedures are being followed
accurately and consistently. This requires a high level of attention to detail
to identify and correct any errors or discrepancies.

Analytical skills: Quality Analysts must be able to analyze data and metrics to
identify trends, patterns, and areas for improvement.

Communication skills: Quality Analysts must be able to communicate clearly and
effectively with team members, managers, and clients to explain issues, make
recommendations, and provide feedback.

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

5