Subject: Trainer Candidate - Namita Mehta
From: Namita Mehta <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 21 Mar 2023 19:55:33 -0400

Tech Support
Test

Name

Namita
Mehta

E-mail

[email-masked]

Phone Number

(+91) 9582205059

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 have my own 2/4 wheeler transport

Where
do you currently live (area)

Noida

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

Previous Employer 1

Exl

St. Ex

Feb 2022

40000

Previous Employer 2

Genpact

Process specialist

July 3017

38000

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

Immediately join

Please briefly
describe your work experience specifically in Quality?

Process
improvement, auditing, feedback sharing, reporting, team and client
meeting

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

A girl in my last organization was difficult to bring an
improvement in her quality. No matter how many times the feedback was shared
with her, there was no change. Looking at the situation, I had one2one sessions
with her. I started to work with her at one process parameter at one time. I
took I session with her everyday. Started to explain to her at the minutes
level. Did mock sessions with her and after a week or so she started showing
improvement.

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

Good
customer service is when the agent has followed everything as per the process
and resolved customer query.

Great customer service is when agent follow all process related activities and
made connect with the customer and customer experiences is happy with agents
work.

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

A candidate with good soft skills, understands
customer requirements and resolves customer query as per customer's
satisfaction following process steps.

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

5