Subject: Trainer Candidate - Snehil Srivastava
From: Snehil Srivastava <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 6 Apr 2023 07:25:38 -0400

| | Tech Support Test

Name | Snehil Srivastava
E-mail | [email-masked]
Phone Number | (+91) 7408096747
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 can commute using other transport like Rickshaw
Where do you currently live (area) | Ghaziabad

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 | GrowUpNext | Manager - Training andQuality | NA | 55,000
Previous Employer 1 | concentrix daksh | Sr QA | June 10, 2022 | 45,000
Previous Employer 2 | Globallogic pvt. Ltd. | Quality Associate | Feb 18, 2019 | 23,500

If Selected, how much time do you need to join? | 20 days
Please briefly describe your work experience specifically in Quality? | I have worked in the BPO industry for the past five years, specifically in the area of Quality. My main responsibilities have included monitoring and analyzing customer interactions with agents, identifying trends and areas for improvement, and providing feedback and coaching to agents to improve their performance. I have also been involved in developing and implementing quality assurance programs, policies, and procedures to ensure consistency and adherence to industry standards. In addition, I have worked closely with other departments, such as training and operations, to develop and deliver quality-related training programs and to implement process improvements. Through my experience in BPO Quality, I have developed strong analytical and problem-solving skills, as well as a deep understanding of the importance of customer satisfaction and the role that Quality plays in achieving it.
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

Certainly, I'd be happy to share my experience as someone responsible for managing and improving the quality of my team.

One of the most difficult situations I faced in this role was when we experienced a significant increase in customer complaints about our products. This was a challenging time for our team, as we had been consistently meeting our quality targets and had not seen such a spike in complaints before. I knew that it was important to address the situation quickly and effectively in order to maintain our reputation for quality and customer satisfaction.

To begin, I conducted a thorough analysis of the complaints, looking for patterns and trends that could help us identify the root cause of the issue. I also gathered feedback from our customer service team to gain additional insights into the specific issues that customers were reporting.

Once we had a better understanding of the problem, I worked with our team to develop and implement a comprehensive action plan to address the root cause and prevent similar issues from occurring in the future. This plan included a combination of process improvements, additional training for our team members, and increased quality monitoring and feedback.

While implementing these changes, I made sure to communicate regularly with our team members to keep them informed and engaged in the process. I also provided additional coaching and support as needed to help them navigate the changes and ensure that they were delivering high-quality work.

Over time, our efforts paid off, and we were able to reduce the number of customer complaints and improve overall product quality. Through this experience, I learned the importance of taking a data-driven approach to problem-solving and the value of clear communication and collaboration with team members in implementing improvements. It was a challenging situation, but one that ultimately helped us become a stronger and more effective team.

What according to you is the difference between good and great customer service. (Explain in 4 - 6 sentences) | In my opinion, the difference between good and great customer service is in the level of personalization and emotional connection that is established with the customer. Good customer service may involve resolving a customer's issue efficiently and professionally, but great customer service goes beyond this to create a memorable and positive experience for the customer. This may involve anticipating the customer's needs, going above and beyond to exceed their expectations, and demonstrating genuine empathy and understanding. Great customer service also involves ongoing efforts to build and maintain strong relationships with customers, not just when they have an issue or complaint. Ultimately, great customer service is about creating loyal customers who not only continue to do business with you but also become advocates for your brand.

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

I believe that my skills, experience, and approach make me a strong candidate for the Quality Manager position. Firstly, I have several years of experience in Quality management, including developing and implementing quality systems, managing teams of quality professionals, and driving continuous improvement efforts. I am also familiar with various quality tools and methodologies, such as Six Sigma and Lean, and have a proven track record of using them to achieve measurable results.

Additionally, I possess strong analytical and problem-solving skills, which allow me to quickly identify areas for improvement and develop effective solutions. I am also highly organized and detail-oriented, which is essential for managing complex quality systems and ensuring compliance with regulatory requirements.

But beyond these technical skills, I believe that my approach to quality management sets me apart. I am a collaborative leader who believes in working closely with cross-functional teams to achieve shared goals. I am also passionate about customer satisfaction and believe that quality should be viewed as a strategic asset that drives business growth and success. Finally, I am committed to ongoing learning and development, staying up to date on industry trends and best practices to continuously improve my own skills and knowledge.

Overall, I believe that my combination of technical expertise, leadership skills, and customer-centric approach make me a strong candidate for the Quality Manager position.

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

| |