Subject: Trainer Candidate - Aditya Kumar
From: Aditya Kumar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 28 Mar 2023 04:21:13 -0400

Tech Support
Test

Name

Aditya
Kumar

E-mail

[email-masked]

Phone Number

(+91) 8700904807

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)

Sector 22, Rohini,
Delhi

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

Amazon

SPS Associate Advisor

47500

Previous Employer 1

OYO Hotels &
Homes Pvt Ltd

Demand Manager

Jan 2020

Previous Employer 2

NA

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

1 month

Please briefly
describe your work experience specifically in Quality?

In my
current role I audit cases (Emails) handled by associates.

Process improvement.

Mentoring

Have you worked as a Quality Manager in a Call
Center/Customer Service/BPO Environment?

No

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

While working as associate I was given the responsibility to
improve the scores of my fellow peers in order to improve the team score and
perform well. There were different metrics in which they required improvement
known as PAA, PMA, Reopen and Transfer. I was required to monitor the case
handling, how they are performing, correct resolution is given to sellers and
quality is not compromised.

I checked different cases for each associate to verify the improvement areas and
in which section they were lacking. I also trained them on certain topics as per
the requirement.

Received appreciation for the same from my Supervisor as it led our team to
perform well.

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

Good -
Going as per the process and solving the customer concern and closing the
case.

Great - Going out of the box and resolving the issue so that any customer will
not face the same thing in future.

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

A person
who provide feedback, keen eye for improvement areas, deep diving to solve any
recurring issue and think from customer point of view as well.

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

4