I’m a month in at my new job, where I work front desk. A large part of my job is taking telephone inquiries, and upper management really emphasizes that I stick to my script when answering calls. The past couple of weekends, I’ve noticed multiple “spoof” calls that are clearly from upper management/ meant to assess how well I’m doing. Callers will purposefully repeat the same questions multiple times and will act very non-compliant/difficult. This past time, I received a call from my GM asking me to go over my script for him over the phone after him hearing in on a call that didn’t go according to his standards (in the middle of my shift :/) I honestly feel as if I’m being trolled/micromanaged. I know it’s technically legal for businesses to record sales calls and ask individuals to call in for quality assurance, but it’s becoming so exhausting. I’m definitely questioning the ethics of this; if upper management can spend their days off calling in, they can devote time to training employees properly :/