About the Prospect
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.