Quality Auditor –Call Center Process

Job Description

Key Responsibilities Audit inbound and outbound technician/customer service calls using the Rilla application 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 minimal 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 Type: Full-time Pay: ₹40,000.00 - ₹45,000.00 per month Schedule: US shift Work Location: In person