
Internal Quality Auditor
24 hours ago
Key Responsibilities
and Dialpad
- Conduct quality checks on invoice entries and service-related documentation for accuracy
and policy compliance
- Review and audit membership sales to ensure eligibility, correct pricing, and ethical
selling practices
- Prepare and share weekly and monthly quality audit dashboards with the management
team
- Flag recurring quality issues and coordinate with Team Leads for timely corrective actions
- Collaborate with trainers and operations to ensure quality guidelines are communicated
and followed
- Help maintain call scripts and audit forms, updating them as per changes in service or
business policies
- Perform root cause analysis on common errors and recommend process improvements
- Monitor and report on individual agent/technician performance through quality metrics
- Maintain accurate records of audit findings and documentation for compliance reviews
Required Qualifications
- Educational Qualification: Graduate & above
- 2-3 years of experience as a Quality Analyst/Auditor in a call center, preferably HVAC or
service-based domains
- Hands-on experience using Rilla, Dialpad, or similar call audit tools
- Proficient in Excel/Google Sheets and dashboard preparation for performance reporting
- Strong understanding of sales processes and service standards
- Experience auditing invoices, service records, and membership sales
- Excellent communication skills - written and verbal
- Strong analytical skills and attention to detail
- Ability to work independently with mínimal supervision
- Flexible to work extended hours based on audit load or business requirements
Preferred Qualifications
- Prior experience in the HVAC, home services, or membership-based sales domain
- 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)
**Job Types**: Full-time, Contractual / Temporary
Contract length: 11 months
Pay: ₹30,000.00 - ₹45,000.00 per month
**Benefits**:
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Schedule:
- Night shift
- US shift
Ability to commute/relocate:
- Mohali, Punjab: Reliably commute or planning to relocate before starting work (preferred)
Application Question(s):
- What's your current monthly salary?
- What's your expected monthly salary?
- Notice period(Days)?
Shift availability:
- Night Shift (required)
Work Location: In person
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