Quality Assurance Specialist

2 weeks ago

palakkad, India beBeeAudit Full time

Job OverviewQuality Assurance Professional We are seeking a detail-oriented and experienced Quality Auditor 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 Responsibilities:Validating 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 Process, including accent clarity, pacing, tone, and script deliveryMonitor 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 Qualifications:• Education: Graduate & above• Experience: 5+ years of experience as a Quality Analyst/Auditor in a call center, preferably HVAC or service-based domains• Technical Skills: Hands-on experience using Rilla, JustCall, Dialpad, or similar call audit tools• Performance Metrics: Knowledge of performance metrics such as CSAT, FCR, AHT, and QA compliance score• CRM Systems: Exposure to CRM systems used in service industries (e.g., ServiceTitan, Zoho, Salesforce)• Excel/Google Sheets: Proficient in Excel/Google Sheets and dashboard preparation for performance reporting• Sales Processes: Strong understanding of sales processes and service standards• Communication Skills: Excellent communication skills – written and verbal• Analytical Skills: Strong analytical skills and attention to detail• Work Environment: Ability to work independently with minimal supervision and flexible to work extended hours based on audit load or business requirementsBenefitsWe offer a performance-driven and customer-focused work environment.How to ApplySubmit your application through our website.

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