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

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