Voice Actor at Innodata

Innodata (NASDAQ: INOD) is a leading global data engineering company focused on the connection between data and Artificial Intelligence (AI).

Our mission is to support the responsible development and advancement of AI by delivering the high-quality data, evaluation systems, and human expertise needed to build reliable AI solutions at scale.

We offer a wide range of adaptable platforms, services, and solutions to organizations developing and implementing Generative AI and other AI technologies.

Building on more than 36 years of industry experience, we remain committed to providing exceptional data quality and delivering outstanding results for our clients.

Scope of the Role

Innodata is introducing a new voice-data collection project involving live, simulated customer service conversations.

In this role, you will represent a business, such as a medical clinic receptionist or facility support representative, while a member of the training team calls you as a customer.

The conversations will not be scripted from the caller’s perspective. You will therefore need to remain in character, follow established procedures, and respond naturally to different questions and situations that arise during each interaction.

Following every call, you will assess the caller’s performance by completing a brief online evaluation form.

Your work will be measured across three key areas: the quality of your roleplay performance, the accuracy of your audio recordings, and the quality of your call assessments.

Key Responsibilities

• Review and prepare using two receiver scripts provided at least 24 hours before your scheduled session. Understand the scenarios thoroughly and deliver the information naturally rather than simply reading from the scripts.
• Participate in two simulated customer service calls, each lasting approximately 5–7 minutes, within a single 20-minute session. One conversation will involve a routine customer inquiry, while the other will test your ability to maintain a company policy professionally and politely when faced with customer objections.
• Maintain clear, engaging, and consistent vocal delivery throughout both calls, following the project’s requirements for tone, pacing, and scenario execution.
• Communicate all predetermined information accurately, including prices, operating hours, policies, and service timelines. Carefully capture customer-provided information such as names, phone numbers, medication dosages, and monetary amounts, and repeat details accurately when required.
• Confirm a caller’s identity and authorization before making account-related decisions, while ensuring that confidential information is only disclosed when permitted by the script.
• Apply established policies consistently without creating unauthorized exceptions, offering unsupported alternatives, or making commitments beyond your assigned authority. Maintain a professional and approachable tone throughout.
• Record both sides of each conversation into one combined audio file using the supplied recording equipment. Follow the required file-naming format and upload the recordings to the designated folder provided in your project briefing.
• Within 24 hours after completing your session, submit both audio recordings and complete a detailed evaluation for each call. This includes assigning performance scores from 1–5, identifying errors and their severity levels, and providing specific, timestamped feedback that can be easily understood and acted upon by reviewers.

Qualifications and Preferred Experience

Successful candidates will ideally have:

• Native-level English proficiency, with the ability to accurately communicate and repeat names, numbers, and medication dosages.
• Professional experience in voice acting, acting, concierge services, customer-facing communication, or related voice-based roles.
• Previous experience in call quality assurance, performance monitoring, quality analysis, or training within a Business Process Outsourcing (BPO) environment.
• Receptionist or front-desk experience in medical clinics, property management companies, storage facilities, utility services, or similar industries.
• A background in theatre, improvisation, voice-over work, or other performance-related activities.
• Access to a quiet, private home workspace where interruptions and background noise can be avoided during the recording session.
• Availability for a 20-minute live session, along with sufficient time for preparation beforehand and evaluation and submission afterward.
• Excellent attention to detail and the ability to follow specific recording, documentation, and file-submission requirements.

Compensation

The expected hourly pay for this position is $25–$30 per hour, depending on the candidate’s experience, relevant skills, and qualifications.