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) :

Type : Full-time

Work Location : Remote