Tech Mahindra BPS Assessment: QA Manager

Instructions:
∙ There are two files for this assessment.
o The current 2-page document you are reading, with two Assessment
sections: ▪ Capacity Planning
▪ Analytics
o An Excel file with data to be used for the Analytics section below
▪ Note that there are twotabs on the Excel file.

∙ Email the answers back as attached files to your Recruitment contact.

Assessment:
1. Capacity Planning. Based on the data that follow below, please share the following:
a. How many QAs do you need to execute to the required deliverables?
b. What are your callouts if you are asked to operate strictly at a 1:40 ratio?
c. Share the capacity/productivity planner used.

Program X Quality Team currently provides the following support for Operations.
Channel HC Team Count Audit Ave. Audit
Requirement Time (Min)

Voice 68 5 2 / agent / week 13

Chat 33 3 2 / agent / week 8

Email 28 2 2 / agent / week 7

Back Office 12 1 6 / agent / week 5

Other Deliverables
Activity Minutes Volume Contractual
Obligation?

NPS Scrubbing 30 100% Detractors; 50% Passives No

 Team Huddles 30 1 / team / week No

Chargeback Validation 2 100% Yes

Calibration Sessions 90 2 / week Yes

Below are the NPS volumes and the chargebacks created for the past 4 weeks.
Box Week 1 Week 2 Week 3 Week 4

Promoter 100 122 156 123

Passive 66 34 33 59

Detractor 75 86 90 88

Chargeback Week 1 Week 2 Week 3 Week 4

Volume 75 125 60 80

2. Analytics. Based on the attached separate Excel data sheet, please determine if there are any
performance gaps. If there are, highlight what those are and propose actions to solve them. No
questions are allowed specific to the data. Process the data as you see it. However, you can
include a slide with your questions.

a. Expected Output:
i. Gaps identified, if any
ii. Action plans
iii. Questions or recommendations around the data – while they will not be
answered prior to the presentation, they will be used to assess your ability to
process and understand data

b. Output Format:
i. Presentation in MS PowerPoint or Google Slides
ii. MS Excel Spreadsheet or Google Sheet of the processed data that you used for
your presentation
You may include yourresponses to the Capacity Planning section as a section of the over-all slide pack
required for the Analytics section. Please don’t forget to include/attach all spreadsheets used when
doing your calculations, data processing, and analysis.

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