Quality Specialist

Job description: Quality Auditor – HVAC Process Call Center / BPO | Work From Home Office 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 Role We are seeking a detail oriented and experienced

Quality Auditor

to join our HVAC Call Center process. 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. 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 Responsibilities Validating the

accuracy of appointments

booked by the back-office team

(work from home & in-office team) Performing

call audits

of the back-office agents (WFH & In-office Team) Conduct

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 feedback for improvement. Auditing membership sales compliance Maintaining and sharing

audit dashboards and performance reports

with the operations leadership team Recommending action-based improvements based on audit findings Auditing technician calls using the Rilla Voice Intelligence Platform

Required Qualifications • Educational Qualification: Graduate & above • 5+ years of experience as a

Quality Analyst/Auditor in a call center , preferably HVAC or service-based domains • Hands-on experience using

Rilla, JustCall, Dialpad, or similar call audit tools • 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) • Proficient in

Excel/Google Sheets and dashboard preparation

for 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 requirements

Interested? If you have strong communication skills and are ready to build your career in a performance-driven, customer-focused role, apply now! Submit the form below (read carefully and upload your audio recording + details properly): https://forms.gle/iotJij59YYrC3z777

Job Type: Full-time Work Location: Remote