Subject: Trainer Candidate - Sharda Tiwari
From: Sharda Tiwari <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 6 Apr 2023 07:16:39 -0400

Tech Support
Test

Name

Sharda
Tiwari

E-mail

[email-masked]

Phone Number

(+91) 8882484414

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)

Noida

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

R1 RCM GLOBAL PRIVATE LIMITED

Senior Analyst

50000

Previous Employer 1

Pacific bpo
PVT lmt

Senior executive

September 2022

35000

Previous Employer 2

Ntt data

Analyst

28000

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

30 days

Please briefly
describe your work experience specifically in Quality?

I have 4
years plus experience as an AR in international process. I used to work on
deniels which we receive from the Insurance company. I used to call to insurance
in US for more details about deniels. Currently I am the part of quality team
and I am auditing claims, listening calls which were mad by the users. I am also
providing the feedback to the users. Also taking part of the calibration call. I
have worked with several insurance like Medicaid Medicare UHC etc.

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

If any person is making any mistakes and after giving feedback
there is no improvement. This will be the most challenging situation.

So

Firstly I will look into their data and find out the trend of his error.

If it is conceptual error we can provide training session.

And if its will issue then I will escalate same with their supervisor.

Basically we can manage the quality and bring improvement by analysing the data.
We have to use several tools like RCA, Pareto chart, Bqm etc.

There are lot of challenges but we can manage it by our knowledge and by
feedback which we receive from the customer.

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

Good CS
will focus on them self only. They will only focus on their KRA. but great CS
will focus on whole teams KRA. So that we can generate revenue for our company.

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

As I have worked for a long time in CRM and RCM
both. So I think now I think I can deliver my knowledge to others. This is my
dream to be a Quality manager,because quality plays an important role in every
organization. If we deliver the error free work to our customer then only we
will get more work from them. Hence I think I am good candidate fir this
position.

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

4