Quality specialist

1 week ago

Delhi, India Biorev Studios | 3D Rendering Studio Full time

Job description:Quality Auditor – HVAC Process Call Center / BPO | Work From HomeOffice Location: Mohali (Remote – Work From Home)Shift: US Shift (7:30 PM – 4:30 AM IST during winters) | (6:30 PM - 4:30 AM IST during Summer)Working Days: 6 Days (Including Saturdays)About the RoleWe are seeking a detail oriented and experiencedQuality Auditorto join our HVAC Call Center process. The ideal candidate will be responsible forauditing technician calls , validating membership sales,voice trainingusing tools such as Rilla, ensuring accuracy and compliance across all customer and technician interactions. The role requires strong analytical abilities, a command over process compliance, and the ability to prepare and share comprehensive audit dashboards with the management team.Key ResponsibilitiesValidating theaccuracy of appointmentsbooked by the back-office team(work from home & in-office team)Performingcall auditsof the back-office agents (WFH & In-office Team)Conductvoice 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 feedback for improvement.Auditing membership sales complianceMaintaining and sharingaudit dashboards and performance reportswith the operations leadership teamRecommending action-based improvements based on audit findingsAuditing technician calls using the Rilla Voice Intelligence PlatformRequired Qualifications• Educational Qualification: Graduate & above• 5+ years of experience as aQuality Analyst/Auditor in a call center , preferably HVAC or service-based domains• Hands-on experience usingRilla, Just Call, Dialpad, or similar call audit tools• Knowledge of performance metrics such asCSAT, FCR, AHT, and QA compliance score• Exposure toCRM systemsused in service industries (e.g., Service Titan, Zoho, Salesforce)• Proficient inExcel/Google Sheets and dashboard preparationfor 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 requirementsInterested?If you have strong communication skills and are ready to build your career in a performance-driven, customer-focused role, apply nowSubmit the form below (read carefully and upload your audio recording + details properly):Jij59 YYr C3z777Job Type: Full-timeWork Location: Remote

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