Interview Flashcards
(20 cards)
Tell me about a time when you didn’t have enough data to make the right decision. What did you do? What path did you take? Did the decision turn out to be the correct one?
Are right a lot
Agent Client
KB 10
We don’t always make the right decision all the time. Tell me about a time when you made a bad decision. What was the impact of that decision? What did you learn? How have you applied what you learned?
Are right a lot
KB 10 upgrades and legacy portals
QiC UX
Tell me about a time when you made a difficult decision with input from many different sources (customers, stakeholders, partner teams, and so on). What was the situation and how did you arrive at your decision? Did the decision turn out to be the correct one? Why or why not?
Are right a lot
Guide
QiC
Integration with NICE KB/Chat
Tell me about a time when you worked against tight deadlines and didn’t have time to consider all options before making a decision. How much time did you have? What approach did you take? What did you learn from the situation?
Bias for action
Agent client
QiC
Give me an example of when you were able to anticipate a customer need with a solution/product they didn’t know they needed/wanted yet. How did you know they needed this? How did they respond?
customer obsession
Guide
Proactive Anything
QiC
Tell me about a time when a customer came to you for something that wouldn’t actually address their need. How did you approach the situation? What was the result?
customer obsession
USAA proactive anything
Tell me about a time when you had significant, unanticipated obstacles to overcome in achieving a key goal. What was the obstacle? Were you eventually successful? Knowing what you know now, is there anything you would have done differently?
Deliver results
Agent Client
Insights
Tell me about a time when you were trying to understand a complex problem on your team and you had to dig into the details to figure it out. Who did you talk with or where did you have to look to find the most valuable information? How did you use that information to help solve the problem?
Dig deep
Insights
Agent Client
QiC
Tell me about a time when you had to communicate a change in direction that you anticipated people would have concerns with. What did you do to understand the concerns and mitigate them? Were there any changes you made along the way after hearing these concerns? How did you handle questions and/or resistance? Were you able to get people comfortable with the change?
Earn trust
KB 10 engineers to Guide
Give me an example of a tough or critical piece of feedback you received. What was it and what did you do about it?
Earn trust
Moxie 2.0
Insights
QiC
Give me an example of a time when you were not able to meet a commitment. What was the commitment and what were the obstacles that prevented success? What was the impact to your customers/peers and what did you learn from it?
Earn trust
Moxie 2.0
Insights
Tell me about a time when you strongly disagreed with your manager or peer on something you considered very important to the business. What was it and how did you handle it? Knowing what you know now, would you do anything differently?
Disagree and commit
Moxie 2.0
Insights
Tell me about a time when you pushed back against a decision that negatively impacted your team. What was the issue? How did it turn out? Would you have done anything differently?
Disagree and commit
Insights
Moxie 2.0
Describe a time when you refused to compromise your standards around quality/customer service, and so on. Who was your customer? What was the result?
Insist on highest standards
Agent Client
QiC
Mobile Portal
Give me an example of a complex problem you solved with a simple solution. What made the problem complex? How do you know your solution addressed the problem?
Invent and simplify
Element mapper
Agent client
Insights
Tell me about a time when you didn’t know what to do next or how to solve a challenging problem. How do you learn what you don’t know? What were the options you considered? How did you decide the best path forward? What was the outcome?
Learn and be curious
SSO
Insights
We all have things about ourselves we’d like to improve on at work. Give me an example of something that you’ve worked on to improve your overall work effectiveness. What resources did you identify to help you develop? What was the impact?
Learn and be curious
Marty Cagan
Lenny’s podcast
Tell me about a time when you made a hard decision to sacrifice short term gain for something that would create long term value for the business. What was the outcome? Knowing what you know now, would you have done anything differently?
Ownership
KB 10 engineers to guide
Tell me about time when you were working on an initiative or goal and saw an opportunity to do something much bigger or better than the initial focus. Did you take that opportunity? Why or why not? What was the outcome?
think big
Insights
Proactive knowledge
Proactive anything
Tell me about a time when you drove adoption for your vision/ideas. How did you know your vision/idea was adopted by others? How did you drive adoption for your vision/ideas? How did you track adoption? Would you do anything differently?
think big
QiC
