Subject: Trainer Candidate - Jyoti Soni Jyoti
From: Jyoti Soni Jyoti <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 29 Mar 2023 11:48:48 -0400

Tech Support
Test

Name

Jyoti Soni
Jyoti

E-mail

[email-masked]

Phone Number

(110007) 9999868435

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)

New 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

Majorel Private limited

Quality

N/A

26

Previous Employer 1

N/A

N/A

N/A

N/A

Previous Employer 2

N/A

N/A

N/A

N/A

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

30

Please briefly describe your work
experience specifically in Quality?

•Performing Sales call
audit, end to end

•Performing Opportunity audits  and POE ( Proof of execution)

•Doing short calls , IVR call/ Blank calls analysis

•Checking the authenticity of Partner/Vendor allocation

•Performing Quality session for new joineers

•Conducting weekly Quality Huddle for entire floor

•Conducting Dip checks/PKT for ISR

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

I joined Majorel as a customer executive after 3 months of
hard-work and patience I got promoted as a Quality Analyst in Microsoft process.
When I began my work our compliance rate was so high as most of the ISR were
indulged in inappropriate activities just to met their targets. I was the first
one who was managing the entire floor and as per the Business need I was
required to audit 100 ISR. To improvise the process I prepared the future
forecast and actions plans to maintain the hygiene. We adapted and introduced
new methods for achieving the targets. Firstly we created our Quality audit
sheet, PPIMS and implement scoring so that we can analyse the performance of the
ISRs. In my initial journey I faced a lot of challenges as Quality assurance and
Quality Analyst as previously the Quality was absent. However, later on we all
worked as a team and maintaining the performance and progress.

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

As per my previous knowledge
good customer is when we solve the customer concern eventually and provide the
best solution. However, great customer service is when we share empathy, we put
ourselves in customer shoes to understand his/ her need and then provide the
solution in best possible manner.

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

A good
candidate needs to have some important skills for desire designation. You are
required to be a good communicator , needs to pay strong attention to details.
You ought to have integrity and  logical thinking. Every individual is
required to be problem- solver as many conflicts and issue can lead to damage
the business. I have desired skills and I’m a keen learner. I am a
perfectionist as I always make sure that’s everything report and data ought to
be perfect. I am a flexible person as I can adopted new environment easily. I
have an evoke personality.

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

5