Subject: Trainer Candidate - Reshma Kanu
From: Reshma Kanu <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 29 Mar 2023 11:30:39 -0400

Tech Support
Test

Name

Reshma
Kanu

E-mail

[email-masked]

Phone Number

(91) 7506986354

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)

Panvel

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

Imetrix solutions pvt
LTD

Process Trainer

10th May 23

38k

Previous Employer 1

Gebbs health care
solutions

Sr Ar

Na

34k

Previous Employer 2

Hexaware
technology bps

Sr customer service representative

Na

22k

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

30 days

Please briefly
describe your work experience specifically in Quality?

Sale
process

Auditing OJT calls and floor agents calls

Providing process refresher training

Providing training and soft skills training to NHT batches

Taking final certification

Taking huddle

Giving feedbacks to team leads if required

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

When I joined Imetrix, their was lack of communication gap
between QA and floor agents so i maintained the same, giving one to one feedback
to agents and providing same report to team leads improved floor quality with
good sale number.

Plotted PIP timelines roles and responsibilities.

Qa must be part of every day huddle to cover error pointers

Visiting training batches and setting expectations played vital role in
motivating and freshly mind coming on floor.

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

According to me, good customer service means
providing resolution without any human touch and great customer service means
resolving customers query by using soft skills and human touch also talking a
proper follow if required.

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

The way i give feedback to
anyone till date results to good sale numbers, good quality and most importantly
they feel motivated, inspired, always give sandwich method feedback to agents
and never only give negative feedback.. it impacts stability as
well..

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

4