Quality Assurance Specialist

3 days ago


bhavnagar, India beBeeQuality Full time

About the RoleWe are seeking a detail-oriented and experienced Quality Assurance Specialist to join our team. 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.Key ResponsibilitiesValidating the accuracy of appointments booked by the back-office teamPerforming call audits of the back-office agentsConduct voice and speech training for new joiners specifically for the US Outbound Voice ProcessMonitor progress during nesting/pilot phase and provide feedback for improvementAuditing 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 QualificationsEducational Qualification: Graduate & above5+ years of experience as a Quality Analyst/Auditor in a call center, preferably HVAC or service-based domainsKnowledge 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 requirements



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