Subject: Trainer Candidate - Kapil Nair
From: Kapil Nair <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 28 Mar 2023 05:44:03 -0400

Tech Support
Test

Name

Kapil
Nair

E-mail

[email-masked]

Phone Number

(+91) 9959568832

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 using other transport like
Rickshaw

Where do you currently live (area)

Kollam, Kerala

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

Freelancer

Freelancer

Available to Join Immediately

35000

Previous Employer 1

Dell International Services
Pvt Ltd ( Dell Technologies)

Enterprise Technical Support
Expert

August 2010 to April 2012

28000

Previous Employer 2

Aegis BPO Service Pvt.
Ltd

Senior Executive - Operations

June 2005 to April
2010

22000

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

Immediate

Please briefly
describe your work experience specifically in Quality?

Based on
Performance, I was assigned as Training Assistant (TA) for 3 to 4 batches of new
hires during my tenure in Aegis BPO to train and mentor the new hire from the
classroom training to production floor. My job required me not only to pass on
the theoretical knowledge to the new hire, but also efficiently implement the
process on live calls. As a part of it, I have had the opportunity to manage the
quality aspect as well. Primarily, I had to

1 - Audit calls and emails

2 - Conduct regular Feedback sessions for Agents.

3. Conduct calibration sessions with operations and training team.

4. Generating daily, weekly & monthly Quality Reports.

5. Assistance for continual improvement.

6. Providing training to agents on quality parameters.

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

Out of many, one difficult situation struck my mind that i
would like to share. One of our New Hire Batches had a misunderstanding about
the process due to its complex nature and struggled to maintain effective
communication with the clients at times. And literally its hard to cover 100%
process in short training duration. As a Training Assistant and Quality person,
my responsibility involved making sure that the trainees were at par with the
quality standards of our organization by conducting additional initiatives to
train and mentor them.

Also, I noticed there was a lack of process road map and guidance for certain
difficult scenarios. So, I along with my colleages, worked towards a process
simplification to improvise the Call Flow chart and I decided to take the
initiative and organize a meeting so we could implement it immediately.
Eventually we were able to help my team understand our process better and
deliver better results.

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

The key difference between great and good customer service is
that in the case of good customer service, you’re doing only the minimum to
keep your customer just grinning not even smiling. But in a great customer
service team, you’re not only keeping them satisfied, but going much beyond to
retain their loyalty. A great customer service/support team not only puts a
smile on your customers’ faces, but also helps your organization understand
them. Great defines your organization, and most importantly, impacts your bottom
line which keeps your company growing. Customer satisfaction is closely linked
to retention and revenue. GREAT customer service will equate to a true culture
of success in your company.

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

Below are some of the key
points that makes me a good candidate and fit for this position

A Quick Learner

Have Meticulous Attention to Detail

Have Decent Analytical Skills

Good Coaching and Verbal Communication

Good Written Communication

Empathetic And Emotionally Intelligent

Ability To Work as Part of a Team

Goal-Oriented and experienced

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

5