Subject: Trainer Candidate - Rajat Sharma
From: Rajat Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 20 Mar 2023 03:36:44 -0400

| | Tech Support Test

Name | Rajat Sharma
E-mail | [email-masked]
Phone Number | (+91) 9871349341
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) | Gopal Nagar, Najafgarh, New Delhi 110043

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 | Concentrix | Sr.QA | Currently working | 35k
Previous Employer 1 | NA | NA | NA | NA
Previous Employer 2 | NA | NA | NA | NA

If Selected, how much time do you need to join? | 10-15 days

Please briefly describe your work experience specifically in Quality?

I have started working as an technical support associate in a international chat process for a e-commerce company.Then promoted as an Sr.TSA during (almost same as previous role). after working as an TSA / Sr. TSA I have acted as an SME for more than a year then promoted as an Sr.QA wherein I'm currently aligned with chat/email process. As an QA my core job is to audit their contacts on daily basis and provide feedback or coaching on the basis of audit's findings.This is to ensure that aligned team meeting our organization’s quality standards.Apart from that conducting quality huddles , one-on-one session with TSAs or providing refresher session are also part of my schedule. It's been more than one year now I''ve been working as an QA.

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 | As of now I haven't faces such kind of situation or opportunity wherein I got a chance to fix something as an individual. But yes, I've given couple of ideas to improve client's tool that helped us a lot in improving productivity and quality standards. As I am currently working for a e-commerce company so I've also given few ideas from a QA's point of view to improve customer's experience with our services.

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

Providing same information to your customers that you have in your system without any speculation is a a sign of good customer service.

But, providing the same info by molding it in your own way and giving it a personal touch by being friendly yet respectful with customer is a sign of great customer service.

Because it's communication skills that adds value to knowledge.

What according to you makes you a good candidate for this position? | Since I have been a part of customer service industry for decent period of time and worked in different line of business over this period of time. Also, have a good experience as QA makes me perfect candidate. Apart from that I always have a urge to learn and devlop myself as an individual to be the best for I'm doing.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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