Scope of the Role
Innodata Inc., a global data engineering company, is piloting an innovative voice data collection program featuring live, roleplayed customer service calls. You will play business roles such as clinic receptionists or facility assistants while our training team calls you as customers. Calls are unscripted on the caller’s side, requiring you to stay in character, follow defined policies, and handle conversations naturally. After each call, you’ll score the caller’s performance on a structured evaluation form.
Key Responsibilities
- Prepare from two receiver scripts received at least 24 hours in advance, learning the beats well enough to deliver natural speech
- Take two role-played calls of 5-7 minutes each in a single 20-minute session (one routine, one more demanding)
- Deliver clear, expressive, and consistent vocal performances following 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 caller identity and authority before acting on an account; disclose only what the script permits
- Hold firm to policy without inventing workarounds or exceptions, maintaining a professional tone
- Record both sides of each call as a single mixed audio track using provided capture equipment, with exact file naming
- Within 24 hours, upload recordings and complete structured evaluation with scores, error tags, and timestamped notes
Requirements
- Native-level English proficiency, including comfort reading numbers, names, and medication dosages accurately
- Professional experience in voice acting, acting, concierge-style work, or customer-facing voice work
- Experience with call-quality monitoring, QA analysis, or trainer/CSM roles in BPO environments
- Reception or front-desk experience in clinics, property management, or storage/utilities settings preferred
- Theatre, improv, or voice-over experience
- Quiet, uninterrupted home space with no background noise or shared room
- Availability for 20-minute live sessions plus preparation and evaluation time
- Strong attention to detail and ability to follow precise technical and file-delivery instructions