Subject: Trainer Candidate - anshu sabu
From: anshu sabu <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 4 Apr 2023 04:17:38 -0400

| | Tech Support Test

Name | anshu sabu
E-mail | [email-masked]
Phone Number | (91) 9391158539
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 have my own 2/4 wheeler transport
Where do you currently live (area) | Hyderabad

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 | Deloitte | IT Analyst | 31 March 2023 | 42500
Previous Employer 1 | Broadcom | IT Analyst Quality | 20 Feb 2022 | 27500
Previous Employer 2 | Amazon | HBS Quality | 12 Jan 2021 | 22000

If Selected, how much time do you need to join? | Immediately
Please briefly describe your work experience specifically in Quality? | Monitoring the calls and auditing accordingly and giving the feedback to the employees based on performance and improvement ideas
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

Imagine that you are a quality manager responsible for managing a team of customer service representatives for a large e-commerce company. Your team is responsible for handling customer inquiries, complaints, and returns, and ensuring that customers have a positive experience with the company.

One day, you receive a report from your customer service team indicating that there has been a significant increase in customer complaints and negative feedback. You investigate the issue and discover that the increase is due to a recent change in the company's return policy, which has made it more difficult for customers to return products.

You recognize that this is a serious issue that could have a significant impact on the company's reputation and revenue. You decide to take action to address the problem and improve the quality of your team's customer service.

First, you meet with the customer service team to discuss the issue and gather feedback on how the change in return policy has impacted their interactions with customers. You listen to their concerns and suggestions and take note of their feedback.

Next, you analyze the data on customer complaints and feedback to identify specific areas where the team can improve. You discover that many of the complaints are related to long wait times on the phone and slow response times to email inquiries.

Based on this analysis, you create a plan to address the issues and improve the quality of customer service. You decide to implement several changes, including:

Improving training and coaching for customer service representatives to ensure that they are equipped to handle customer inquiries and complaints related to the new return policy.

Implementing new technology to automate certain customer service tasks, such as processing returns and tracking orders, to reduce wait times and response times.

Creating a new feedback system for customers to provide input on their experience with the company's customer service, which can be used to identify areas for improvement and make adjustments as needed.

You communicate these changes to your team and provide training and resources to help them implement the new processes and procedures. You also regularly monitor and analyze customer feedback and metrics to ensure that the changes are having a positive impact on customer satisfaction and quality of service.

Over time, you see a significant improvement in the quality of customer service and a reduction in customer complaints and negative feedback. Your team is more confident and effective in handling customer inquiries and complaints related to the return policy, and customers are more satisfied with their experience with the company.

In conclusion, as a quality manager, it is important to be proactive and responsive to customer feedback and to take action to address issues that can impact the quality of customer service. By listening to your team, analyzing data, and implementing targeted improvements, you can improve the quality of service and ensure that customers have a positive experience with your company.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | A good customer service is resolving the customer query however, a great customer service is going beyond and understanding the customer issue and giving them proper resolution and empathy
What according to you makes you a good candidate for this position? | I believe I am the right candidate for this position since I have relevant experience and also I can understand from the customer point of view and help them with the right information or resolution
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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