Senior Routing & Call Quality Specialist

Job description

The Challenge We connect over 500’000 callers in 190 countries: that represents 36,000 calling corridors and over 50 million calling minutes. We work with various global suppliers optimising for call quality. It’s complex. Each calling corridor has its own quality quirks and legal and regulatory rules to work within. We want someone to own call quality and routing holistically across all of it: routing daily to optimize what's happening right now, while watching the data for the long-term trends that tell us where to fix things next. A failed call is not a metric to us. It's someone not hearing their mother's voice or its an important business call that fails. We also have real ambitions to scale calling well beyond where we are today, so this complexity isn't going anywhere. It's only going to grow. Talk360 has been profitable since 2025, expanding beyond our core calling app into embedded, B2B2C calling for partners. We are lean, around 30 people globally, spread across the Netherlands, South Africa, Nigeria, Suriname, Turkey, Egypt, Kenya, Ukraine, and beyond. That means this role has real scope from day one: no layers between you and the decisions that matter, and no shortage of things worth tackling. What You'll Do 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. What You'll Bring Hands-on experience with international A-Z calling and telco routing: zones, codes, LCR, and SIP response codes, built at a telco, carrier, or comms platform with real cross-border calling experience. NOC or technical support background: comfortable troubleshooting live voice traffic and reading call detail records and quality metrics like ASR and ACD. Exposure to a routing/testing platform such as iTest or an equivalent tool. Familiarity with Digitalk Cloud Carrier (DCC), our current routing platform, is a plus. Nice to have: working technical literacy in SIP signalling and SBC concepts Who You Are 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. Recruitment Process Recruiter screening Hiring manager screening with COO Technical interview Case study Final interview. with CEO What you get Learning and growth €1,500 annual personal development budget, plus access to company-wide training sessions to keep learning and evolving. Time to recharge 25 vacation days Option to swap two public holidays per year for days that better reflect your culture or beliefs Recharge Fridays, unlocked when team targets are met (we'll tell you more during the interview) Work from anywhere As a global and diverse team, we encourage you to work from another city or country for up to 2 weeks per year, gain fresh perspectives and spark new ideas. A team you'll actually want to be part of Weekly team lunch every Thursday Regular team moments and outings An international and diverse team, with colleagues from the Netherlands, South Africa, Nigeria, Suriname, Turkey, Egypt, Kenya, Ukraine and beyond Set up for success Company laptop and all the tools you need to do your best work Monthly phone allowance and commuting allowance An environment to grow and make impact A collaborative environment where you can learn from others, take ownership, and contribute to a meaningful mission About Talk360 Talk360 was founded with a clear purpose: to become the most accessible and reliable calling app for African diaspora communities, both within Africa and abroad. For our users, calls are not transactional, they are emotional lifelines to family, friends, and essential support networks. When service quality drops, they feel it immediately. That responsibility drives everything we build. Over the past years, Talk360 has grown into a global communications platform connecting more than 6 million people worldwide last year. We successfully spun off our payments arm into NjiaPay, stepped into the gap left by the discontinuation of Skype, and achieved profitable growth from 2025 onwards, marking our transition from early-stage scale-up to a disciplined, sustainable business. As we continue to grow, we are expanding beyond our own B2C app. We are now launching our first embedded calling products within partner platforms, bringing Talk360’s technology into new ecosystems and enabling partners to offer international calling directly within their own products. Our ambition is bold: to become the world’s most trusted way to call any real phone number — connecting migrants, travellers, professionals, and businesses across the globe. Here’s what our users say: “I like Talk360 because it saves me a lot of money. I used to call from Zimbabwe for 15 rands a minute. Talk360 came to the rescue. Now I can call my mother for hours.” — Google Play, South Africa ★★★★★ “Talk360 is a simple and reliable app for cheap international calls. It works even if the receiver has no internet, offers good call quality, and has transparent pricing.” — Google Play, United States ★★★★★ “It is a flawless experience with no hustles at all and the tariffs are more than just fair.” — Trustpilot, United Kingdom ★★★★★