Job Summary:
We are seeking a detail-oriented and analytical Employee Training and Development Executive whose primary responsibility is to act as a customer and assess the customer service quality provided by our support team. Operating within a blockchain technology company, this role involves engaging with customer support executives through VOIP calls, evaluating their performance, and providing actionable feedback to enhance the customer experience.
Key Responsibilities:
- Pretend to be a real customer (with different scenarios) and engage with customer support executives over VOIP calls.
- Assess and rate customer service executives based on:
- Communication clarity and professionalism
- Product knowledge and accuracy of information
- Problem-solving ability
- Empathy, tone, and overall interaction quality
- Document call outcomes, observations, and performance metrics using company evaluation tools.
- Provide constructive feedback and detailed performance reports to the training and development team.
- Assist in identifying training needs and skills gaps based on evaluation outcomes.
- Collaborate with training teams to develop or update training modules based on insights from live evaluations.
- Maintain confidentiality and impartiality in evaluations at all times.
- Stay updated on blockchain products, services, and customer support protocols.
Required Skills and Qualifications:
- Bachelor’s degree in Human Resources, Business, Communication, or related field.
- Prior experience in quality assurance, customer service evaluation, or employee training is preferred.
- Strong understanding of customer service principles and communication techniques.
- Excellent verbal and written communication skills in English.
- Familiarity with blockchain technology or willingness to learn it quickly.
- Discretion and professionalism in handling sensitive evaluations.
- Ability to simulate real-world customer behavior convincingly.
Preferred Qualifications:
- Experience working in tech, fintech, or blockchain companies.
- Exposure to call quality monitoring tools or CRM systems.
- Multilingual abilities (optional but advantageous).
Key Traits for Success:
- Attention to detail
- Integrity and objectivity
- Strong interpersonal skills
- Analytical mindset
- Ability to role-play naturally
Work Environment:
- Remote or in-office (based on company policy)
- Use of headset, computer, and secure VOIP tools
- Flexible call hours, depending on support team’s shift patterns
