A leading global BPO and customer experience consultancy, we partner with multinational enterprises to deliver high-impact voice quality assurance, operational excellence, and compliance-driven call auditing services across international voice processes. Our team leverages GCP-based analytics, real-time monitoring tools, and structured auditing frameworks to elevate customer experience, agent performance, and regulatory adherence for captive and outsourced voice operations.
Role & Responsibilities
• Conduct 100% quality audits on inbound/outbound international voice calls across GCP-enabled platforms to ensure adherence to client SLAs, compliance standards, and CX benchmarks.
• Grade agent performance using calibrated scorecards, provide actionable feedback, and escalate critical quality gaps to operations leadership.
• Identify recurring process deviations, speech analytics insights, and compliance risks using GCP Call History, Dialogflow CX, and third-party QA tools.
• Collaborate with Training & Operations to design targeted coaching plans and improve first-call resolution, FCR,
and CSAT scores.
• Maintain audit documentation, trend reports, and dashboards in real-time; present findings in daily/weekly quality review sessions.
• Support QA framework enhancements including calibration sessions, scorecard updates, and audit sampling methodologies across captive and vendor environments.
Skills & Qualifications
• Must-Have
• Google Cloud Platform (GCP) Call History
• Call Quality Auditing
• Speech Analytics Tools
• Quality Assurance Frameworks
• Customer Experience (CX) Metrics
• Calibration Sessions
• SLA/Compliance Auditing
• Dialogflow CX
• Preferred
• Experience with Genesys Cloud
• Knowledge of captive BPO operations
• Familiarity with ISO 9001 / COPC standards
Benefits & Culture Highlights
• On-site collaborative workspace with modern infrastructure and real-time analytics dashboards.
• Performance-linked incentives and upward mobil