Subject: Trainer Candidate - Kunal Sharma
From: Kunal Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 5 Apr 2023 01:36:10 -0400

Tech Support
Test

Name

Kunal
Sharma

E-mail

[email-masked]

Phone Number

(01923) 266888

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)

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

Olx Autos

Call Quality
Analyst

35455

Previous Employer 1

Previous Employer 2

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

30 Days

Please briefly
describe your work experience specifically in Quality?

Monitor
and evaluate customer interactions to ensure compliance with company policies
and procedures

Develop and implement quality assurance processes to improve customer service
and increase agent efficiency.

Provide coaching and feedback to agents to improve their performance and
adherence to quality standards.

Analyze data and provide regular reports to management on call center
performance, including agent performance and call trends.

Collaborate with cross-functional teams to identify areas for improvement and
develop action plans to address issues.

Conduct regular training sessions for new agents on quality standards and
procedures.

Manage the quality management system and ensure data accuracy and integrity.

Participate in the development and implementation of new call center initiatives
to improve customer service and agent performance.

Responsible for health activities like Dip check, PKT, call listening session
and calibration.

Gather inputs from QAs and basis audits for briefings and training needs
identification.

Report performance for aligned span on a daily/weekly/monthly basis.

Complete weekly coaching sessions with the QAs. Complete audit-over-audits for
the QAs on the team.

Maintain data related to audits, calibrations, audit-over-audits.

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

One of the most challenging situations a manager may encounter
when tasked with improving the quality of their team is resistance to change.
Change can be difficult for people, and when it comes to work, it can often be
met with resistance or pushback from team members who are comfortable with the
status quo or fear the unknown.

In such a situation, a manager may face several obstacles. First, team members
may exhibit resistance to new processes or methods. This could be due to a lack
of understanding about the benefits of the changes, fear of failure or job loss,
or simply being set in their ways. Overcoming this resistance requires effective
communication and change management skills. The manager needs to clearly
articulate the reasons for the changes, how they will benefit the team and the
organization, and address any concerns or fears that team members may have.

Second, there may be a lack of buy-in or engagement from team members. If team
members do not feel involved or invested in the changes, they may not fully
commit to implementing them. In this case, the manager needs to actively involve
team members in the change process by soliciting their input, incorporating
their ideas, and empowering them to take ownership of the changes. This can help
create a sense of ownership and motivation among team members, leading to
greater commitment and engagement in the improvement efforts.

Third, there may be resistance from other stakeholders within the organization.
This could include senior leadership, other departments, or even external
partners. In such cases, the manager needs to navigate the political landscape,
build coalitions, and gain support from key stakeholders. This may involve
presenting data and evidence to support the proposed changes, addressing
concerns and objections, and negotiating to find common ground

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

Proactive vs. Reactive: Good
customer service is typically reactive, meaning that it responds to customer
inquiries, complaints, or issues after they arise. On the other hand, great
customer service is proactive, meaning that it anticipates customer needs,
resolves issues before they become problems, and goes above and beyond to exceed
customer expectations.

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

Skills i have

1. Six sigma green belt certified

2. Lean Expert

3. Data-Driven Insights

4. Consistency and Accuracy

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

4