Subject: Trainer Candidate - Nainika Sharma
From: Nainika Sharma <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 10 Apr 2023 02:59:19 -0400

| | Tech Support Test

Name | Nainika Sharma
E-mail | [email-masked]
Phone Number | (+91) 9502853090
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) | Hyderabad

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 | Electronic Arts | ToS Admin II | currently working here | 42,000
Previous Employer 1 | Amazon | Quality Specialist | 10/2020 | 31,000
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 30 days

Please briefly describe your work experience specifically in Quality?

At Amazon, my role as Quality Specialist included auditing the worked accounts and to take proper actions accordingly to ensure the quality of our work by providing analytical, planning, and coordination support on projects as assigned, reviewing, interpreting, analyzing, and illustrating data to stimulate and support enlightened decisions making.

Whereas in Electronic Arts since after my previous learnings from Amazon, i implemented feedback sessions which highlighted the majorly misunderstood topics and mishandled cases, along with whom i sent a TOS-Info mail headlined Quality Reviews which consisted assigned admin's quality score (only to be opened by unique password by admin) and quality announcement which cleared general low level threat doubts and misunderstanding.
Every month there were calibration sessions organized for better understanding of decision making.

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 | As we work on toxicity daily, a topic which is very relative and not subjective. There is no right or wrong when it comes to toxicity moderation. One's humor may offend a person of certain belief or community. Also we serve a community world wide, so it can sometimes get difficult to have knowledge of everything. Thus we Quality team collectively came up with an idea to start a new channel on slack which would be daily be updated with new offensive words, history war/violence, hateful conduct to educate our admins and let them take right sanctions.

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

Good customer service is when you deliver what you promised. Great customer service is when you deliver what you promised and ask feedback to make more improvements.
Its the difference between sitting idle after job done and of working for next big thing after job done well.

What according to you makes you a good candidate for this position? | My keen eye for quality. Enthusiasm to deliver, interest in training and mentoring, conflict resolution and communication skills.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

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