About the company
Worldcoin is building the world's largest identity and financial network to serve as a public utility, giving ownership to everyone. We aim to create universal access to the global economy regardless of country or background, accelerating the transition to an economic future that welcomes and benefits every person on the planet.
Job Summary
About the Role:
šAssist in the development and maintenance of a comprehensive quality auditing programs, including scorecard creation, scoring rubrics, audit schedules, and performance management standards across customer experience, fraud, trust and safety, and compliance. šCollaborate with BPO partner quality teams to support and refine the audit-the-auditor program, ensuring all partners align with our high standards. šContribute to the creation of a world-class training curriculum for Orb Operators, internal CX šAnalysts, BPO Partner Agents, and Technical Support teams, reflecting industry best practices and our unique product offerings. šWork closely with the CX Training and Quality Program Manager to monitor and report on training and quality assurance metrics, using data to drive continuous improvement.
About you:
š2+ years of experience in CX training and quality assurance, ideally within a technology, startup, blockchain, crypto, or similar fast-paced industry. šDemonstrated experience in supporting the development and implementation of omni-channel training and quality programs across multiple lines of business and/or products using a data driven approach. Experience with SQL and Business Intelligence tools is a plus. šFamiliarity with common CX tools, LMS, and QA tools, showcasing a capacity to quickly learn and leverage new technologies. šExperience working with or supporting BPO and/or managed service provider partnerships. šExcellent cross functional stakeholder management and communication skills with internal (Product, Engineering, Operations, Legal, Trust & Safety, Fraud) and external stakeholders (BPO partners, 3rd party vendors). šStrong organizational skills, with the capability to manage multiple tasks and projects simultaneously with a focus on continuous improvement and excellence in service delivery. Six Sigma experience is a plus. šExcellent written and verbal communication skills in English required, with a preference for multilingual proficiency in Spanish, Portuguese, Japanese, German, or other languages. šProficient in CRM platforms (Zendesk, Salesforce, etc), LMS platforms, and collaboration
