About The Opportunity 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

Perks & Culture Highlights
In office collaborative workspace with up-to-date 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