Quess Associate - Team Lead Interview Questions and Answers

Q1. Self introduction
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Q2. Questions regarding Accounts Payable
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Q1. How you are doing SLA Management
Ans. 
SLA management involves monitoring and ensuring compliance with service level agreements.
• Define clear SLAs with stakeholders

• Monitor performance metrics regularly

• Identify and address any deviations from SLAs

• Implement corrective actions to improve SLA compliance

• Communicate with stakeholders to manage expectations

• Use technology tools for tracking and reporting

• Provide regular reports on SLA performance
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Q2. They are asking situational questions for capacity planner
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Q3. About previous experience in bpo domain
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Q4. How to calculate the quality
Ans. 
Quality can be calculated by measuring the conformance to requirements and customer satisfaction.
• Quality can be measured by evaluating the extent to which a product or service meets the specified requirements.

• Customer satisfaction surveys can provide insights into the quality of a product or service.

• Defect rates, error rates, and rework rates can be used as indicators of quality.

• Quality can also be assessed through fee...read more
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Q1. Technical round was taken by the 2 operation managers. Quotations asked related to accounting entries, excel formulas, application based questions.
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Q2. What is accounting entry for an invoice booking, accrual, prepayment and depreciation.
Ans. 
Accounting entries for invoice booking, accrual, prepayment, and depreciation.
• Invoice booking: Debit accounts payable, credit expense or asset account.

• Accrual: Debit expense or asset account, credit accrual account.

• Prepayment: Debit prepayment account, credit cash or accounts payable.

• Depreciation: Debit depreciation expense, credit accumulated depreciation.
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Q3. Excel formulas to club two cell values and what are limitations of VLOOKUP formula.
Ans. 
Excel formulas to club two cell values and limitations of VLOOKUP formula.
• To combine two cell values in Excel, you can use the CONCATENATE function or the ampersand (&) operator.

• Example: =CONCATENATE(A1, B1) or =A1&B1

• VLOOKUP is a powerful Excel function used to search for a value in a table and return a corresponding value from another column.

• Limitations of VLOOKUP include: it only searches in the leftmost column of th...read more
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Q1. Basic about quality
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Q2. Intro and experiences
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Q1. Basic about quality. As interviewer themselves are not more knowledgeable
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Q1. Tell me about yourself
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Q1. Walk me through your resume
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Q1. Salary discussion
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Q1. Team Management
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Q2. Metrics and SLA
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Q1. Basic questions like "Tell me something about yourself" and other questions related to your CV like about your experience in previous organisation, etc.
Ans. Always be authentic to these questions. Never lie. If there was a career break, then mention the actual reason and not something made up. If there was education gap, like me, do not lie, I confidently informed that I could not pursue my course. HR is only checking your communication skills and authenticity, nothing else. So be you.
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Q1. For Team Lead position, they will test your basic knowledge like Shrinkage, Attrition, their formulas, etc just to check whether you are aware of the KPIs and KRAs or not. Then they will check your handlin...read more
Ans. You have to be extremely confident while answering these questions because interviewer should not feel that you have recently read the answer. Always be elaborative in your answers in Ops round and try to back your answer with examples. Always be logical and accept if you don't know the answer instead of saying random things.
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Q1. Go through your resume.
Ans. 
I have experience in operations management and team leadership.
• Managed a team of 10 operations staff, ensuring smooth workflow and meeting targets

• Implemented process improvements resulting in a 20% increase in efficiency

• Developed and implemented training programs for new hires

• Led cross-functional projects to streamline operations and reduce costs
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Grammatical / Logical / Mathematical questions.

Q1. This is Manager Round.
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Q2. What is records retrieval?
Ans. 
Records retrieval is the process of obtaining documents or information from a source.
• It involves requesting and obtaining records from various sources such as government agencies, medical facilities, or legal entities.

• Records retrieval can be done for various purposes such as legal cases, insurance claims, or medical research.

• The process may involve filling out forms, paying fees, and following specific procedures to o...read more
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Q3. Do you know about Legal Firms and their practices?
Ans. 
Yes, legal firms are organizations that provide legal services to individuals and businesses.
• Legal firms offer a range of services such as litigation, corporate law, intellectual property law, and more.

• They may specialize in a particular area of law or offer a broad range of services.

• Legal firms may have multiple offices and employ a large number of lawyers and support staff.

• They may also work with other professionals ...read more
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Q4. What was your previous experience?
Ans. 
I have 5 years of experience in operations management, leading teams and optimizing processes.
• Managed a team of 15 operations associates, ensuring smooth workflow and meeting targets

• Implemented process improvements that resulted in a 20% increase in efficiency

• Collaborated with cross-functional teams to streamline operations and reduce costs

• Developed and implemented training programs to enhance team members' skills

• Utili...read more
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