Senior Quality Control Specialist

1 day ago

hubballi, India beBeeCompliance Full time

Quality Assurance Specialist RoleWe are seeking a detail-oriented and experienced quality assurance specialist to join our HVAC call center process.Auditing technician calls, validating membership sales, voice training using tools such as Rilla, ensuring accuracy and compliance across all customer and technician interactions.Key Responsibilities:The ideal candidate will be responsible for the following 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)Conducting voice and speech training for new joiners specifically for the US Outbound Voice Process, including accent clarity, pacing, tone, and script delivery.Monitoring progress during nesting/pilot phase and providing feedback for improvement.Auditing membership sales complianceMaintaining and sharing audit dashboards and performance reports with the operations leadership teamRecommending action-based improvements based on audit findingsAuditing technician calls using the Rilla Voice Intelligence PlatformRequired Qualifications:To be successful in this role, candidates must possess the following qualifications:Graduate degree or above5+ years of experience as a Quality Analyst/Auditor in a call center, preferably HVAC or service-based domainsHands-on experience using Rilla, JustCall, Dialpad, or similar call audit toolsKnowledge of performance metrics such as CSAT, FCR, AHT, and QA compliance scoreExposure to CRM systems used in service industries (e.g., ServiceTitan, Zoho, Salesforce)Proficient in Excel/Google Sheets and dashboard preparation for performance reportingStrong understanding of sales processes and service standardsExcellent communication skills – written and verbalStrong analytical skills and attention to detailAbility to work independently with minimal supervisionFlexible to work extended hours based on audit load or business requirementsBenefits:As a member of our team, you can expect:Competitive compensation packageOpportunities for professional growth and developmentA dynamic and supportive work environmentWhat We're Looking For:We're looking for a highly motivated and detail-oriented individual who is passionate about quality assurance and customer satisfaction.

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