Performance-Driven Quality Professional

3 days ago

bikaner, India beBeeQuality Full time

Job DescriptionWe are seeking a detail-oriented and experienced Quality 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 team.Performing call audits of the back-office agents.Conducting voice and speech training for new joiners specifically for the US Outbound Voice Process.Maintaining and sharing audit dashboards and performance reports with the operations leadership team.Required Qualifications5+ 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.Working ConditionsThe role requires strong analytical abilities, a command over process compliance, and the ability to work independently with minimal supervision.The working hours are flexible, and the candidate must be willing to work extended hours based on audit load or business requirements.

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