Senior Routing & Call Quality Specialist

Own call quality holistically: hold the full picture of call quality end to end, working with the team on both the daily grind and the long-term view, moving fluidly between quick fixes and structured experiments.

Manage zones, codes, and origins: own and continuously refine our zone, dialing code, and call origin management, keeping the underlying structure clean and accurate across all 900 zones.

Update routing continuously: change routing several times a day, from immediate fixes to longer-running tests of new suppliers.

Work cross-functionally by design: partner daily with Ozcan, who owns supplier account management and deal creation, and Mahmoud, who runs hourly monitoring and support-team escalations to suppliers. Work with Ewan on automating the processes behind routing, and with Product and CRM to improve the experience for our end users.

Move routing toward automation: work toward (semi) automated routing and pricing, reducing how much of this still runs on manual, single-person work.

Process driven and meticulous: you build the audit trail as you go, not after something goes wrong. You are methodical and analytical by nature, and you would rather have a clean, repeatable process than a clever one-off fix.

Hands-on: you do the routing work yourself, day to day, not just direct others to do it.

A strong communicator: equally at ease explaining a routing issue to Product or Marketing as debating a fix with a supplier's NOC team.

Ownership without a script: you see a bottleneck and you fix it rather than wait to be asked.

Genuinely commercial: you understand a dropped call or a bad route costs Talk360 real money and a real user's trust, not just an SLA breach.