About The Chance 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 mobility into QA Leadership or CX Analytics tracks.
- Structured calibration and certification programs with global clients and GCP-certified trainers.

Skills: calibration,compliance,customer,cx,gcp,auditing,customer experience,analytics,operations

📌 Voice Quality Analyst/ Call Auditor (Int. Voice Process/GCP/Captive) (Noida)
🏢 Beyond Border Consultants
📍 Noida