Operational Excellence Specialist

6 days ago

alwar, India beBeeQuality Full time

Job OverviewWe are seeking a detail-oriented and experienced Quality Auditor to join our process. The ideal candidate will be responsible for auditing technician calls, validating membership sales, 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 agentsConducting voice and speech training for new joiners specifically for the US Outbound Voice ProcessMonitoring progress during nesting/pilot phase and providing 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 PlatformRequirements• 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

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