Quality Specialist

Job description:

Quality Auditor HVAC Process Call Center / BPO | Work From Home

Office Location: Mohali (Remote Work From Home)

Shift: US Shift (7:30 PM 4:30 AM IST during winters) | (6:30 PM - 4:30 AM IST during Summer)

Working Days: 6 Days (Including Saturdays)

About the Role

We are seeking a detail oriented and experienced Quality Auditor to join our HVAC Call Center process. The ideal candidate will be responsible for auditing technician calls , validating membership sales, voice training using tools such as Rilla, ensuring accuracy and compliance across all customer and technician interactions. The role requires strong analytical abilities, a command over process compliance, and the ability to prepare and share comprehensive audit dashboards with the management team.

Key Responsibilities

• Validating the accuracy of appointments booked by the back-office team (work from home & in-office team)
• Performing call audits of the back-office agents (WFH & In-office Team)
• Conduct voice and speech training for new joiners specifically for the US Outbound Voice Process , including accent clarity, pacing, tone, and script delivery.
• Monitor progress during nesting/pilot phase and provide feedback for improvement.
• Auditing membership sales compliance
• Maintaining and sharing audit dashboards and performance reports with the operations leadership team
• Recommending action-based improvements based on audit findings
• Auditing technician calls using the Rilla Voice Intelligence Platform

Required Qualifications

Educational Qualification: Graduate & above

5+ years of experience as a Quality Analyst/Auditor in a call center , preferably HVAC or service-based domains

Hands-on experience using Rilla, JustCall, Dialpad, or similar call audit tools

Knowledge of performance metrics such as CSAT, FCR, AHT, and QA compliance score

Exposure to CRM systems used in service industries (e.g., ServiceTitan, Zoho, Salesforce)

Proficient in Excel/Google Sheets and dashboard preparation for performance reporting

Strong understanding of sales processes and service standards

Excellent communication skills written and verbal

Strong analytical skills and attention to detail

Ability to work independently with minimal supervision

Flexible to work extended hours based on audit load or business requirements

Interested?

If you have strong communication skills and are ready to build your career in a performance-driven, customer-focused role, apply now!

Submit the form below (read carefully and upload your audio recording + details properly):

Job Type: Full-time

Work Location: Remote