Internal Quality Auditor

24 hours ago


Mohali Punjab, India Shya workforce solutions Full time

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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