Quality Specialist

4 weeks ago

Erode, India Whatjobs IN C2 Full time

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

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