Voice Quality Analyst/ Call Auditor (Int. Voice Process/GCP/Captive)

Beyond Border Consultants; Dadri; On-site; INR 700,000 - 1,100,000; Full time

Benefits offered by this job

On-site workspace

Incentives

Career growth

Job summary

Beyond Border Consultants seeks a Quality Assurance professional to audit international voice calls using GCP-based tools, scorecard agents, and drive improvements in CSAT and FCR. You will work with Training & Operations to design coaching plans and contribute to calibration processes.

The role emphasizes compliance with QA standards, collaboration across captive and vendor environments, and real-time analytics dashboards for leadership reviews.

Qualifications

• Must have experience with GCP Call History and Call Quality Auditing.
• Proficient in Speech Analytics Tools and QA frameworks.
• Familiar with CX metrics, compliance, and calibration processes.

Responsibilities

• Perform 100% quality audits on inbound/outbound international voice calls.
• Grade agent performance using scorecards and provide actionable feedback.
• Identify deviations, analytics insights, and compliance risks using QA tools.
• Collaborate to design coaching plans to improve FCR and CSAT.
• Maintain audit docs, trend reports, and dashboards; present findings.
• Support QA framework enhancements including calibration and sampling.

Skills

GCP Call History

Call Quality Auditing

Speech Analytics Tools

Quality Assurance Frameworks

CX Metrics

Calibration Sessions

SLA/Compliance Auditing

Dialogflow CX

Tools

Dialogflow CX

Genesys Cloud

Job description

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 elevate 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.