Subject: Trainer Candidate - Tushar kundu Tushar
From: Tushar kundu Tushar <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 28 Mar 2023 06:50:39 -0400

| | Tech Support Test

Name | Tushar kundu Tushar
E-mail | [email-masked]
Phone Number | (91) 6296271881
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) | Nawada

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 | British Telecom | Quality Expert | Na | 360000
Previous Employer 1 | Wipro | Senior Currently managing 3 teams Cloud Phone(Complete L2S Cycle), GS order management(Outbound Calls), GS order entry(back office). Facilitated multiple trainings batches by conducting Quality Gating sessions to have them cultivated from a Quality / Compliance standpoint for their role. Carried out SLA tracking on weekly basis which enhanced overall performance metrics in line with Business requirements. Persistent part of WBR for Quality team and Stake holder meeting. Fostered insights for allocated process while performing audits for Back ofﬁce with competence to ﬁll in performance gaps. Fostered insights and ﬂagged areas of opportunity for superior NPS and FCR scores by performing ‘Excel for Daily Business’. Create Root Cause Analysis(RCA) for escalated cases to identify the opportunity areas and share feedback to the team to prevent such incidents from repeating. Orchestrated Calibration with TLs and SMEs, to maintain harmonious correlation between Operations and Support Unit by working on variance. Created dedicated weekly / monthly Quality reports for TLs and Manager’s basis on which delivered Feedback. Part of Floor Huddles for new process updates and took PKT around the updates shared. Spoc for Employee engagement activities & did mentorship for new QA’s. Completed and implemented a JDI project using Lean for process improvement in Cloud Voice campaign to remove nonvalue add. Conducted ‘NCSW-22’ and ‘Excel for Daily Business’ session for better customer engagement and aspiring quality. Recognised as the Performer of the Month for Jan 23 | 20 oct 2019 |
Previous Employer 2 | Vonventrix | Representative | 27 September 2018 |

If Selected, how much time do you need to join? | 2 month

Please briefly describe your work experience specifically in Quality?

Currently managing 3 teams Cloud Phone(Complete L2S Cycle), GS order management(Outbound Calls), GS order entry(back office).
Facilitated multiple trainings batches by conducting Quality Gating sessions to have them cultivated from a Quality / Compliance standpoint for their role.
Carried out SLA tracking on weekly basis which enhanced overall performance metrics in line with Business requirements.
Persistent part of WBR for Quality team and Stake holder meeting.
Fostered insights for allocated process while performing audits for Back ofﬁce with competence to ﬁll in performance gaps.
Fostered insights and ﬂagged areas of opportunity for superior NPS and FCR scores by performing ‘Excel for Daily Business’.
Create Root Cause Analysis(RCA) for escalated cases to identify the opportunity areas and share feedback to the team to prevent such incidents from repeating.
Orchestrated Calibration with TLs and SMEs, to maintain harmonious correlation between Operations and Support Unit by working on variance.
Created dedicated weekly / monthly Quality reports for TLs and Manager’s basis on which delivered Feedback.
Part of Floor Huddles for new process updates and took PKT around the updates shared.
Spoc for Employee engagement activities & did mentorship for new QA’s.
Completed and implemented a JDI project using Lean for process improvement in Cloud Voice campaign to remove nonvalue add.
Conducted ‘NCSW-22’ and ‘Excel for Daily Business’ session for better customer engagement and aspiring quality.
Recognised as the Performer of the Month for Jan 23

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 | Being the youngest member and given new process to manage, it was a challenging part to communicate with the experienced advisors initially. However having a proper grasp of the process and quick learning skill i not only connected well with the team, but also got their support in closing a JDI project for process improvement.
What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | Keeping customer requirements the key priority and understanding the needs and grievances while dealing with their request and having an attitude of always be willing to help them out at the same time following company norms is the key root for great customer satisfaction.

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

A person with quick learning skill
Calm mindset
Great communication skill
Knowledge of stake holder management
Good presentation and Excel skill

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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