Company Description BROCUS IT SOLUTIONS PVT LTD is an international Business Process Outsourcing (BPO) company that partners with US-based businesses to deliver reliable, scalable, and performance-focused outsourcing solutions. The organization specializes in Sales, Customer Support, Back-Office Operations, and US Healthcare Recruitment Processes, helping clients reduce costs and improve efficiency without compromising on quality or compliance. With delivery centers in Navi Mumbai and Nashik, the company combines global service standards with skilled local talent trained to meet international expectations.

Teams operate as an extension of clients’ businesses, emphasizing transparent processes, measurable outcomes, and long-term value creation. Agents receive rigorous training in US compliance standards, accent neutralization, and conversion-focused scripting to ensure consistent, high-quality customer interactions.

Role Description This on-site Call Evaluator – International Voice Process role is based in Navi Mumbai.

The Call

Evaluator will monitor and assess recorded and live international voice calls to ensure adherence to scripts, compliance requirements, quality standards, and performance benchmarks. Daily responsibilities include listening to calls, scoring them against predefined criteria, documenting feedback, and preparing quality reports for operations and training teams. The role involves collaborating with team leaders and trainers to identify trends, improvement opportunities, and coaching needs,



as well as contributing to call quality guidelines and best practices.

The Call

Evaluator will also help maintain process compliance for US-based clients and support continuous improvement initiatives in call handling and customer experience.

Qualifications

- Strong communication and language skills, including excellent spoken and written English and an accent-neutral speaking style.
- Quality monitoring and evaluation skills, with experience in call auditing, performance scoring, and preparing detailed feedback reports.
- Analytical and documentation skills, including the ability to interpret data, identify patterns, and record observations clearly and accurately.
- Customer service and international voice process experience, preferably in BPO environments serving US-based or other international clients.
- Familiarity with compliance and process standards, particularly US regulations and call-handling guidelines, or willingness to learn them quickly.
- Proficiency with basic office and reporting tools (e.g., spreadsheets, presentation software, CRM or call-monitoring platforms).
- Solid attention to detail, time management, and the ability to work in a fast-paced, target-driven environment.
- Ability to collaborate with operations, training, and leadership teams and provide constructive, objective feedback.
- Prior experience in quality assurance, call quality analysis, or team coaching in a contact center is an advantage.
- Minimum educational qualification: completion of secondary education; a diploma or bachelor’s degree in any field is preferred.

📌 Call Evaluator- International Voice Process (Navi Mumbai)
🏢 Brocus IT Solutions
📍 Navi Mumbai