Senior Quality Assurance Specialist

1 week ago


Eluru, India beBeeAuditor Full time

Senior Quality Assurance SpecialistWe are seeking a detail-oriented and experienced quality assurance professional to join our HVAC Call Center process.Validate the accuracy of appointments booked by the back-office team (work from home & in-office team)Conduct call audits of the back-office agents (WFH & In-office Team)Develop and deliver voice and speech training for new joiners specifically for the US Outbound Voice Process, including accent clarity, pacing, tone, and script delivery.Monitor progress during nesting/pilot phase and provide actionable feedback for improvement.Audit membership sales complianceMaintain and share audit dashboards and performance reports with the operations leadership teamRecommend strategic improvements based on audit findingsAudit technician calls using advanced analytics toolsRequired Qualifications:Graduate degree required. 5+ years of experience as a Quality Analyst/Auditor in a call center, preferably HVAC or service-based domains. Proficiency in using Rilla, JustCall, Dialpad, or similar call audit tools is necessary.Key ResponsibilitiesPromote best practices across all customer and technician interactionsFoster a culture of continuous improvement and excellenceBenefits:Competitive salary and benefits package



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