Subject: Trainer Candidate - Pankaj joshi
From: Pankaj joshi <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Fri, 21 Apr 2023 02:23:28 -0400

Tech Support
Test

Name

Pankaj
joshi

E-mail

[email-masked]

Phone Number

(91) 9650819507

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

HCL

Quality analyst

29/may/2023

20k

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?

Sample
distribution: Assigning the Targets to the team / QA to audit the calls.

• Handling client escalation: To assign the particular call to the QA and ask
to share their observation and root cause.

And share the feedback with the particular agent.

• Reconciliation and Adherence: Preparing the data week on week to check the
targets are met or not for the QA

• Daily Feedback pendency report. Collecting and collating the data to check
QA pending feedback. For the different region and

location so that it can be accepted on within time frame so that it may not
impact the project controller.

• Monthly Feedback Acceptance Report.

• (SLA) Service level Accuracy report: Preparing the data to check Are we
completing 1% monitoring of the forecasting calls and

what is our AQS (Average quality scores)

• Empathy Dash Board. Maintaining the empathy dash board week on week to check
which agent is scoring less than 85% in

professionalism. So according to the data we arrange soft skill training, Call
listening session with and agent and QA feedback

session.

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 that a person
responsible for managing and improving the quality of the BPO sector may face is
ensuring that the processes and procedures are up-to-date, efficient, and
effective. In today's fast-paced business environment, keeping up with the
changes in technology, customer preferences, and competitive landscape is a
herculean task.

The BPO industry is constantly evolving, and keeping pace with the changes
require proactive thinking, extensive planning, and execution. From managing the
workflows to engaging with stakeholders, the responsibilities of a BPO manager
are multi-faceted and demanding.

Some of the challenges that can be encountered include managing fluctuating
workloads, delivering quality customer service consistently, managing a
geographically dispersed team, ensuring data security, and choosing the right
technology and tools to support the business.

One of the most challenging situations that a BPO manager may face is dealing
with an unexpected drop in customer service quality. Typically, customers will
communicate their dissatisfaction with a service provider by leaving negative
feedback, reducing spend, or even taking their business elsewhere. This can be a
critical moment for a BPO manager, where they will need to identify the root
cause of the customer dissatisfaction quickly, and put in place actions to
rectify it.

In a BPO environment, workforce management is key to providing high-quality
customer service. A sudden increase in call volumes, staff shortages, or issues
with technology can all impact the ability of the team to deliver customer
service to the expected level. In these situations, the BPO manager needs to
communicate quickly with the team, identify the cause of the issue and put in
place steps to rectify it. This could involve hiring temporary staff to manage
the increased workload, working with technology vendors to resolve technology
issues, or adjusting scheduling to ensure adequate staff coverage.

Another challenge that a BPO manager may face is ensuring data security. BPOs
typically handle sensitive customer information such as personal identification
information, credit card information, and other confidential information. Data
security breaches can lead to customer mistrust and significant financial
losses. Therefore, the BPO manager has a responsibility to implement stringent
data security measures, such as regular training on security best practices,
having secure access to customer data, and using encryption and firewalls to
prevent unauthorized access.

In conclusion, managing and improving the quality of the BPO sector can be a
challenging and complex role. It requires a range of skillsets, including strong
leadership, communication, and problem-solving abilities. However, with the
right approach and an agile mindset, a BPO manager can overcome these challenges
and deliver high-quality customer service that meets or exceeds customer
expectations.

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

Good
customer service involves meeting the basic needs of customers, such as
answering questions and resolving issues in a timely and polite manner. Great
customer service, on the other hand, goes above and beyond to exceed customer
expectations by providing personalized experiences, anticipating their needs and
preferences, and creating emotional connections that build loyalty. Great
customer service also involves actively listening to customers, proactively
addressing their concerns, and consistently delivering high-quality service that
leaves a lasting impression. It is about delighting customers and building
long-term relationships that drive repeat business and positive
referrals

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

Yes because I am working with HCL technologies.
And I know how to deal with the client. And I have hunger to learn new
things.

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

4