FiveS Digital Interview Questions, Process, and Tips

Listen actively, empathize, apologize, offer solutions, follow up

• Listen to the customer's concerns without interrupting

• Empathize with the customer's emotions and show understanding

• Apologize for the inconvenience caused, even if it's not your fault

• Offer solutions to resolve the issue and make the customer happy

• Follow up with the customer to ensure their satisfaction

Quality is meeting or exceeding customer expectations. KRA for QA Lead is to ensure quality standards are met and improved.

• Quality is the degree of excellence of a product or service

• KRA for QA Lead is to ensure quality standards are met and improved

• QA Lead should establish quality metrics and monitor them regularly

• QA Lead should identify areas of improvement and implement corrective actions

• QA Lead should ensure complia

The 7 QC tools are a set of techniques used for quality control and improvement.

• The tools are: Pareto chart, cause-and-effect diagram, check sheet, control chart, histogram, scatter diagram, and flowchart.

• They are used to identify and solve quality problems in a systematic way.

• The tools help to analyze data, identify root causes of problems, and monitor process performance.

• For example, a Pareto chart can be used to ide...read more

CQ (Conversion Quality) & FE% (First Engagement Percentage) can be calculated by dividing the number of successful conversions or engagements by the total number of attempts.

• CQ = Successful Conversions / Total Attempts

• FE% = Successful First Engagements / Total Attempts

• Successful Conversions and First Engagements can be defined based on the specific goals of the campaign or project.

The number of reports and analysis required on a daily, weekly, and monthly basis depends on the specific needs of the company and the role of the Lead Quality Specialist.

• The Lead Quality Specialist should work with their team and management to determine the necessary reports and analysis

• The frequency of reports and analysis may vary depending on the urgency of the information needed

• Examples of reports and analysis may...read more

Customer Experience is the overall perception a customer has of a company based on interactions and touchpoints with the brand.

• If customer experience is getting reduced, identify the root cause through customer feedback and data analysis.

• Develop an action plan to address the issues and improve the customer experience.

• Implement the action plan and monitor the impact on customer satisfaction scores.

• Continuously gather fe...read more

QA bandwidth & ratios refer to the capacity of the QA team to handle tasks and the proportion of QA resources allocated to each project.

• QA bandwidth is the amount of work that the QA team can handle at a given time.

• QA ratios refer to the proportion of QA resources allocated to each project.

• To manage QA wise banding scores, it is important to prioritize tasks based on their impact on the project and allocate resources a...read more

BQM is Business Quality Management and TNI is Training Needs Identification. Both are conducted fortnightly in parallel.

• BQM is a process of ensuring that business operations meet quality standards.

• TNI is a process of identifying training needs of employees.

• Both BQM and TNI are conducted fortnightly.

• They are conducted in parallel to ensure that quality standards are met and employees are trained accordingly.

• Examples of ...read more

Bangalore is a vibrant city known for its pleasant weather, IT industry, and diverse culture.

• Bangalore is also known as the Silicon Valley of India due to its thriving IT industry.

• The city is famous for its pleasant weather throughout the year.

• Bangalore is a melting pot of cultures, with people from all over India living and working here.

• The city is home to numerous parks, museums, and historical landmarks.

• Kannada is t...read more