Make talent quality your leading analytic with skills-based hiring solution.
The world’s largest e-commerce company expanded its Global Customer Care operations into Australia and Europe, hiring nearly 5,000 multilingual associates with Glider AI. By focusing on high volume recruiting powered by AI proctored assessments, the company cut time-to-hire in half, boosted talent quality by 67 percent, and strengthened its global retail recruiting process.
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Expanding customer care beyond India into Australia and Europe meant recruiting thousands of new associates who could serve customers in English and seven other languages: Arabic, German, Spanish, French, Dutch, Italian, and Mandarin. For the world’s largest online retailer, the challenge was not only about scale but also about maintaining quality and consistency across diverse markets while combating the growing risk of hiring fraud.
The challenges and how they were solved:
| Challenge | Description | Solution |
| Brand Risk | Poor hires in frontline roles risked eroding customer trust and damaging the brand’s reputation. | Verified skills and fraud prevention ensured only authentic, capable associates represented the brand. |
| Job Readiness | Customer service roles demanded problem-solving, empathy, and communication under pressure. | Skills-based tests identified candidates with the right customer care aptitude before hiring. |
| Enterprise Compliance | Hiring systems needed to meet strict GDPR, SOC 2, ADA, and ISO standards across international markets. | Glider AI assessments built with compliance at the core, ensuring data protection and accessibility. |
| High-Volume Hiring | Thousands of roles needed to be filled quickly across multiple countries during aggressive expansion. | AI proctored assessments enabled large-scale screening while reducing recruiter workload. |
| Language Proficiency | Associates required fluency in English plus seven other languages to support global customers. | AI-powered CEFR-aligned assessments measured reading, writing, and speaking proficiency. |
| Standardization | Manual processes led to inconsistent candidate evaluation across recruiters and regions. | Centralized, skills-based assessments ensured consistent, fair benchmarks worldwide. |
| Hiring Fraud | Impersonation, plagiarism, and identity misrepresentation threatened hiring integrity. | AI proctoring with ID verification and fraud detection stopped suspicious candidates early. |
The stakes went beyond efficiency. Customer care associates are the front line of the brand. A poor hire doesn’t just slow down operations; it can weaken customer trust, harm the brand’s reputation, and compromise service quality across millions of interactions.
To meet aggressive hiring targets, the company rolled out AI proctored language assessments from Glider AI. The focus was on speed, consistency, and fraud prevention, without waiting for a full integration into their applicant tracking system.
Language Assessments
Fraud Prevention and Authentication
Compliance and Standards
This targeted solution gave recruiters confidence that every candidate was both skilled and authentic while creating a scalable, fraud-resistant process across continents.
The new process delivered measurable improvements that directly impacted speed, quality, and brand protection:
These outcomes accelerated hiring while reassuring leadership that every associate representing the brand was authentic, qualified, and prepared to deliver quality customer experiences.
Beyond measurable outcomes, the shift to AI proctored language assessments delivered meaningful operational improvements that recruiters and leaders noticed day to day.
| Efficiency Gains | The automated screening process allowed recruiters to focus on qualified candidates instead of manual filtering. This dramatically reduced the time required to fill roles while maintaining high quality standards. |
| Quality Improvements | Objective, skills-based assessments highlighted candidates with stronger communication and customer service capabilities, which directly elevated the performance of customer care teams. |
| Risk Mitigation | AI-powered proctoring significantly reduced hiring fraud risks, ensuring each successful candidate was both authentic and job-ready. This added confidence that every associate interacting with customers would reflect the brand in a positive way. |
Future Considerations
The company sees potential to build on this success. While the current focus is on CEFR-based language assessments, Glider AI also offers:
These options create a roadmap for scaling skills-based hiring even further across the enterprise.
For a company operating at the scale of the world’s largest online marketplace, traditional screening alone was not enough. By embedding skills-based hiring and fraud prevention into its recruiting process, the organization:
This case demonstrates how enterprises with global footprints and high-volume recruiting needs can expand into new markets without compromising quality or security. With the right balance of skills validation and fraud detection, growth is not just faster, it’s safer and more sustainable.
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