Subject: Trainer Candidate - AMAN SAXENA
From: AMAN SAXENA <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 28 Mar 2023 04:14:19 -0400

| | Tech Support Test

Name | AMAN SAXENA
E-mail | [email-masked]
Phone Number | (0522) 8795222999
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) | lucknow

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 | STARTEK | TEAM LEAD | | 5 LPA
Previous Employer 1 | HCL TECHNOLOGIES | SENIOUR ANALYST /CSR | | 4 LPA
Previous Employer 2 | ZENITH | TEAM LEAD | | 3.5 LPA

If Selected, how much time do you need to join? | As soon as possible

Please briefly describe your work experience specifically in Quality?

Developing Evaluation Programs.
Keeping track of the key industry trends
Monitoring Customer Interactions.
Calibration Sessions.
Utilization of Technology.
Training and Coaching.
Compliance Monitoring'
Driving Innovation and Optimizing Processes
Met the process score.(SSAT ,EQ)

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

Which was the most challenging situation for you:
It depends on person to person. So, define the level of ‘most-challenging’ as per what you feel. E.g.- working on a particular project can be a challenging task for a fresher while that may prove to be an easy task for an experienced professional. Select the challenge of professional capacity.

Think about all the responsibilities and duties those you’ve handled while being on your previous job or the responsibilities those you’ve resumed while being a student in your college times. This might help you to zero-on a situation that fits apt to ‘most-challenging’ definition.

Your ability to handle stress
MOTIVATE the team to work on score,
Quality work on the agents who are in BQ,
Compliance Monitoring
Training and Coaching
Calibration Sessions
Revenue Growth

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

Customer service differs from customer experience in that customer experience encompasses the entire customer journey, including customer service. Customer service refers to the interactions that a customer has with a company when seeking guidance or assistance with a product or service.

You realise that increasing the customer experience (CX) is a must at this stage. However, you may be unsure of what constitutes excellent service. Empathy is the ability to recognise and comprehend another' feelings. It's simply putting oneself in the customer's emotional shoes. Many people believe that the most crucial customer service ability is empathy.

good customer service means meeting expectations, but excellent customer service means exceeding them.

What according to you makes you a good candidate for this position? | Compare the related skills to the job responsibilities, experience requirements or characteristics, and explain how they correspond to the job role. Convince the hiring team that your industry experience, education or skills, as noted in your resume, make you the best candidate for the position.
On a scale of 1 - 5 please rate your fluency in spoken English | 4

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