Subject: Trainer Candidate - Parikshit Rawat
From: Parikshit Rawat <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 24 Mar 2023 07:35:31 -0400

Tech Support
Test

Name

Parikshit
Rawat

E-mail

[email-masked]

Phone Number

(+91) 9582761137

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)

Jasola vihar

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

Quality
advisor

Currently working

38000

Previous Employer 1

Teleperformance

Customer
support associate

2 jan 2022

21000

Previous Employer 2

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

1 month

Please briefly
describe your work experience specifically in Quality?

We
directly work with the client. We get different type of studies from the client.
Our job role is to audit the calls according to the quality parameters set by
the client and then sent it back to field team where data get further dissect
accordingly.

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

Almost two months back we were working on a study given us by
the client. The study data has almost 1500 call. We are the team of 50
people's so each of us got around 30 call's and we have to finish them
by the end of the shift which was difficult also client asked us to give him the
value add or any additional insight we found on each call's, By the end of
the shift we somehow managed to complete the study and sent the data to client
but next day client sent the data back with error on almost 400 call's, So
in the team of 50 people our manager selected top 10 performers to re-audit
those call's and create the dispute for the mistakes if possible and i was
one of them. So again we have to audit 40 calls each person by the end of the
shift for which we have to cut short our brakes and also discussed the error
created the dispute on which we can and sent the data to Client. Next day we got
the accuracy report from the client side before we had the accuracy of 82.5% but
after disputing the errors our accuracy closed in 97.5%.

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

Good customer service
experience means you’ll hear their problems and assess how to tackle them. You
look at what to do. Your customer service agents may not find a solution
instantly, but in the end, the problem is remedied.

Great customer service experience, however, means that you’ll listen to their
problem and look for solutions straight away. You quickly see what can be done,
and how. If applicable, you compensate your client and turn a negative situation
into a positive brand experience.

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

I'm
capable of delivering the excellent result. Constantly looking to upgrade my
skills and knowledge to insure quality never decrease. Also a good Team player
can be a ice breaker to in awkward situation's 😅.

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

4