Subject: Trainer Candidate - Lakshay Tyagi
From: Lakshay Tyagi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 5 Apr 2023 05:19:00 -0400

Tech Support
Test

Name

Lakshay
Tyagi

E-mail

[email-masked]

Phone Number

(110096) 9582988989

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)

New Ashok Nagar

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

ProProfs

Onboarding
Executive

27th April

62500

Previous Employer 1

Accenture

CSE

6th December

50000

Previous Employer 2

Ienergizer

CSE

12 April 2022

40000

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

1 Day

Please briefly
describe your work experience specifically in Quality?

As a
Quality Analyst (QA) is a professional responsible for ensuring the quality of
products, services or processes in an organization. The work profile of a QA
typically includes the following responsibilities:

Creating test plans and test cases: The QA creates test plans and test cases to
ensure that products or services meet the specified requirements and are free of
defects.

Performing tests: The QA performs different types of tests to ensure that
products or services meet the desired quality standards. These tests may include
functional testing, performance testing, security testing, and usability
testing.

Identifying defects: The QA identifies defects and tracks them to resolution.
They may use tools like bug tracking systems to report defects and track their
status.

Reporting and documenting results: The QA reports test results to stakeholders
and documents the results for future reference.

Analyzing test results: The QA analyzes test results to identify patterns and
trends, and to determine whether the product or service meets the desired
quality standards.

Providing feedback: The QA provides feedback to development teams on areas for
improvement and works with them to resolve any issues that may arise.

Collaborating with other teams: The QA collaborates with other teams, such as
development, design, and project management, to ensure that products or services
meet the desired quality standards.

Ensuring compliance: The QA ensures that products or services meet industry
standards and comply with regulations and laws.

In summary, the work profile of a Quality Analyst involves ensuring that
products, services or processes meet the desired quality standards and are free
of defects.

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 a Quality Analyst in the BPO industry, the most difficult
situation I encountered was when a client complained about the quality of
service provided by our team. The client reported that their customers were
dissatisfied with the level of customer service they were receiving, and they
threatened to terminate the contract if the situation was not improved.

To address the issue, I first reviewed the feedback and identified the root
cause of the problem. I found that there were gaps in the training of our
customer service representatives, and they were not able to effectively handle
complex customer queries. Additionally, there were issues with the team's
communication skills, which led to misunderstandings and frustration among
customers.

To address these issues, I worked with the training team to create a
comprehensive training program that focused on improving the team's product
knowledge, communication skills, and problem-solving abilities. We also
implemented a quality monitoring process to ensure that all customer
interactions were of the highest standard.

I also worked closely with the customer to keep them informed about the steps we
were taking to address their concerns. We provided regular updates on the
progress of the training program and shared detailed reports on the performance
of our customer service representatives.

Over time, we saw a significant improvement in the quality of service provided
by our team. Customer satisfaction levels increased, and the client was
impressed with our proactive approach to addressing their concerns. As a result,
they extended their contract with us, and we were able to maintain a successful
business relationship.

This experience taught me that effective communication, collaboration, and a
commitment to continuous improvement are critical for success in the BPO
industry. It also reinforced the importance of having a robust quality
management system in place to monitor and improve the quality of service
provided to customers.

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

Good customer service refers to meeting the basic expectations
of customers, such as resolving issues in a timely and polite manner. It may
involve satisfying the customer's immediate needs, but it does not
necessarily create a lasting positive impression.

Great customer service, on the other hand, goes beyond meeting basic
expectations and seeks to exceed them. It involves building relationships with
customers by understanding their needs, anticipating their future requirements,
and providing personalized solutions.

Great customer service also involves proactive communication, such as following
up with customers after a transaction, to ensure that their needs are met and
their expectations exceeded. It also includes going above and beyond to create a
memorable experience for the customer.

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

To be
honest, I think this organization can offer me with an environment where I can
put my skills to the best possible use. I can use the knowledge which I have
gained over the years and use it to make a major difference in my preferred
field, as well as help this organization, grow collectively.

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

4