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

Rilla, JustCall, Dialpad, or similar call audit tools

CSAT, FCR, AHT, and QA compliance score

CRM systems

used in service industries (e.g., ServiceTitan, Zoho, Salesforce)

Excel / Google Sheets and dashboard preparation

for performance reporting

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) :

https : / / forms.gle / iotJij59YYrC3z777

Job Type : Full-time

Work Location : Remote