Training and Quality Specialist, CX

at  Tools for Humanity

ABOUT THE COMPANY:

Worldcoin (www.worldcoin.org) is an open-source protocol, supported by a global community of developers, individuals, economists and technologists committed to expanding participation in, and access to, the global economy. Its community is united around core beliefs in the inherent worth and equality of every individual, the right to personal privacy, and open and public collaboration. These beliefs are reflected in what the community is building: a public utility to connect everyone to the global economy.
The Worldcoin Foundation (www.worldcoin.foundation) is the protocol’s steward and will support and grow the Worldcoin community until it becomes self-sufficient. Tools for Humanity (www.toolsforhumanity.com) is a global hardware and software development company. It helped launch Worldcoin and continues to provide support to the Foundation, in addition to operating the World App.

ROLE OVERVIEW:

As a Training and Quality Specialist at Tools for Humanity, you will play a critical role in enhancing our customer experience through comprehensive quality auditing programs, training curriculum development, and stakeholder management. This role demands a blend of expertise in QA across customer experience, fraud, trust and safety, compliance, and hardware to ensure excellence in service delivery.

ABOUT THE ROLE:

• Assist 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.
• Collaborate with BPO partner quality teams to support and refine the audit-the-auditor program, ensuring all partners align with our high standards.
• Contribute to the creation of a world-class training curriculum for Orb Operators, internal CX Analysts, BPO Partner Agents, and Technical Support teams, reflecting industry best practices and our unique product offerings.
• Work 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.