He's not exactly an undercover informant. The term "undercover" implies that he is actually an agent of the government, but that's not the case. He's more like a guy who is plugged in to the cybercriminal underground and is willing to part with information for a price. The better term for that is "confidential informant," since he secretly feeds the Major info, but doesn't actually work for her or Section 9.
I have a theory about his voice. I think he got a substandard cyber-body in some back-alley body swap. If you consider that he's someone who deals in other people's secrets, it makes sense that he would need to dramatically change his appearance in emergencies. In those sorts of situations, he'd probably take whatever he could get.
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