Subject: Trainer Candidate - Qasim Rizvi
From: Qasim Rizvi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 4 Apr 2023 07:10:11 -0400

| | Tech Support Test

Name | Qasim Rizvi
E-mail | [email-masked]
Phone Number | (91) 9953072814
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 live walking distance to office
Where do you currently live (area) | Mayur Vihar phase extension

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 | Globiva services | QA manager | 5 Jan | 26000
Previous Employer 1 | | | |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 7-10 Days
Please briefly describe your work experience specifically in Quality? | Having more than 2.5 years of working experience in chat auditing and call both in international and domestic domain.
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

As job responsibility to bring improvement i took following steps ->

1. Every second day shared feedback to bottom ranked agents under my alignment.

2. Took session meeting of aligned agents along with presence of team leaders in every weekend.

3. Emailing session Moments of meeting or points shared during meeting.

4. Emailing critical /non critical feedback emails tagged to team leaders and aligned team  manager.

5. Coordinating with team leaders to discuss about repeaters /defaulters or aligned team.

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

Great service comes  with customer loyalty and  trust for long time on the product /service.

Great service help company to build rapport on the customer references.

What according to you makes you a good candidate for this position? | Having zeal to learn new things from the team and team leaders to enhance experience in working profile and having 2.5+ years of working experience in QA profile for both international and Domestic chat auditing.
On a scale of 1 - 5 please rate your fluency in spoken English | 3

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