Innodata (Nasdaq: INOD) is a global data engineering company. We believe that data and Artificial Intelligence (AI) are inextricably linked. Our mission is to enable the responsible advancement of artificial intelligence by providing the data, evaluation frameworks, and human expertise required to build AI systems that can be trusted at scale. We provide a range of transferable solutions, platforms, and services for Generative AI / AI builders and adopters. In every relationship, we honor our 36+ year legacy delivering the highest quality data and outstanding outcomes for our customers.
Scope of the Role:
We're piloting a new type of voice work as part of a voice data collection program: live, roleplayed customer service calls. You play the business, such as a clinic receptionist or a facility assistant. A member of our training team calls you as the customer. Calls are unscripted on the caller's side, so you'll need to stay in character, follow a defined policy, and handle whatever comes up naturally.
After each call, you score the caller's performance on a short online form. You're assessed on three things: how well you perform, how well you capture the audio, and how accurately you evaluate the call.
What You’ll Own:
- Prepare in advance from two receiver scripts that you'll receive at least 24 hours before your session. Learn the beats well enough to deliver them as natural speech, not read them aloud.
- Take two role played calls of about 5–7 minutes each in a single 20-minute session. One is a routine call. The other is more demanding and requires you to hold a firm position politely while the caller pushes back.
- Deliver clear, expressive, and consistent vocal performances across calls, following the project guidelines for tone, pacing, and scenarios.
- State fixed facts exactly as written, including prices, hours, policies, and timeframes. Capture caller-supplied details such as names, phone numbers, dosages, and amounts precisely, and read them back accurately.
- Verify a caller's identity and authority before acting on an account and disclose only what the script permits.
- Hold a policy without inventing authority, workarounds, or exceptions, and without sounding cold or robotic.
- Record both sides of each call as a single mixed audio track using the provided capture equipment. Name the files exactly as specified and upload them to the designated folder shared in your briefing packet.
- Within 24 hours of your session, upload both recordings and complete a structured evaluation of each call: scores on a 1–5 scale, error tags with severity ratings, and specific, timestamped notes that someone who didn't hear the call could act on.
You’ll Thrive in This Role If You Have
- Native-level English, including comfort reading numbers, names, and medication dosages back accurately.
- Professional experience in voice acting, acting, concierge-style or customer-facing voice work, or similar.
- Call-quality monitoring, QA analyst, or trainer/CSM experience in a BPO environment.
- Reception or front-desk experience in a clinic, property management, or storage/utilities setting.
- Theatre, improv, or voice-over experience.
- A quiet, uninterrupted space at home for the session, with no background noise or shared room.
- Availability for a 20-minute live session, plus preparation time before and evaluation time after.
- Strong attention to detail and the ability to follow precise technical and file-delivery instructions.
The expected hourly salary range for this position is $25-$30p/hour, based on experience, skills, and qualifications.
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United States