Subject: Trainer Candidate - Anshu Sabu
From: Anshu Sabu <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 22 Mar 2023 08:03:38 -0400

Tech Support
Test

Name

Anshu
Sabu

E-mail

[email-masked]

Phone Number

(91) 9391158539

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)

Hyderabad

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

Deloitte

IT Service
Desk

-

42500

Previous Employer 1

Broadcom

Senior Technical Support

20 Jan 2022

27500

Previous Employer 2

Amazon

HBS
Trainer

12 Feb 2021

24500

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

immediately

Please briefly
describe your work experience specifically in Quality?

I have 2
years of experience working in quality control in the Consumer industry. During
this time, I was responsible for ensuring that all parts and components met
strict quality standards before they were used in production. This involved
conducting thorough inspections, analyzing data, and working closely with
employees to resolve any issues that arose.

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 Assistant for Amazon's customer service
team, I have faced several difficult situations where I had to manage and
improve the quality of my team's work. However, one experience that stands
out was when we received an unusually high number of customer complaints about
late deliveries during the holiday season.

After conducting a thorough investigation, I discovered that the root cause of
the problem was a breakdown in communication between our team and the
fulfillment centers. There was a misalignment in the delivery schedules, which
resulted in packages being delayed and customers experiencing frustration.

To tackle this issue, I first gathered data to quantify the extent of the
problem and shared it with the leadership team. I then worked closely with the
fulfillment centers to establish a clear communication protocol and ensure that
the delivery schedules were aligned with the customer demand. Additionally, I
worked with my team to develop a customer-centric approach to handling late
delivery complaints, emphasizing empathy and proactive communication.

This was a complex and challenging situation, as it involved coordinating with
multiple stakeholders and implementing changes across a large team. However, by
staying focused on the data, collaborating with other departments, and
empowering my team to provide excellent customer service, we were able to reduce
late deliveries and improve the overall customer experience.

In conclusion, this experience taught me the importance of maintaining a
customer-first mindset, taking a data-driven approach to problem-solving, and
working collaboratively across departments to drive meaningful improvements in
quality.

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

Good
customer service is when a customer's needs are met adequately, and their
queries or concerns are resolved in a satisfactory manner. However, great
customer service goes beyond meeting expectations and strives to exceed them.
Great customer service involves building strong relationships with customers,
anticipating their needs, and proactively addressing any issues before they
escalate. It also involves personalization, empathy, and a willingness to go the
extra mile to create a memorable experience for the customer. Ultimately, great
customer service leads to higher customer satisfaction, loyalty, and advocacy,
and it can set a business apart from its competitors.

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

I believe I would make an excellent candidate for
the Quality Trainer position because I have a deep understanding of quality
control principles and a proven track record of success in training and coaching
teams.

In my previous role as a Quality Control, I developed and implemented training
programs that helped improve the overall quality of our products and services. I
worked closely with team members to identify areas for improvement and developed
customized training materials that were tailored to their specific needs. As a
result of these efforts, our team achieved significant improvements in key
quality metrics, including reduced defects and improved customer
satisfaction.

In addition to my experience in quality control, I have also honed my training
and coaching skills through my work in other areas of the business. I have
developed and delivered training programs for new hires, facilitated
team-building exercises, and provided one-on-one coaching to help team members
achieve their goals.

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

5