Subject: Trainer Candidate - Priyanka Samant
From: Priyanka Samant <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 22 Mar 2023 07:02:37 -0400

Tech Support
Test

Name

Priyanka
Samant

E-mail

[email-masked]

Phone Number

(201301) 8377935516

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

Airbnb

Operation quality
speacialist

16/03/2023

60000

Previous Employer 1

Barclays

Quality analyst

12/04/2018

35000

Previous Employer 2

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

Immediately

Please briefly
describe your work experience specifically in Quality?

In Airbnb
I was Monitoring calls/chats/tickets , giving feedbacksand implementing
improvement plans.

My core job role also included  conducting monthly knowledge checks to
ensure team members are well aware of the updates provided to them  within
the given month.

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

As a quality analyst, I have several challenges while giving
feedback to team leaders as they are not open to criticize about their teams.
One such experience was when introduced fishbone diagram approach to our
existing framework. A fishbone diagram means dividing causes of errors based on
five M namely Man,Machine,Method,Measure and mother nature. In our weekly
calibration we included not just the quality team members but also the team
manager. It took some time for different team to accept the approach. However
once they did, it made my and their job easier.  It also minimized errors
in our process which led to better end result.

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

Good customer service means handling  the
customer and giving either solution or resolution to the customer.

Great customer service means understanding  the customer and giving both
solution and resolution .

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

I feel I am the right fit for
this position because I have worked closely with diversified teams who handled
different kinds of customers like consumers and hosts. And I always delivered
best quality management pratices to these teams for process improvement and
growth of my organization.

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

5