Quality Auditor – HVAC Call Center Process
Location: Mohali Sector-67, India
Shift: Rotational Night Shift (9:30hours shift)
Working Days: 5 Days Working (as per Roster)
Company: One Hour Heating & Air Conditioning of Frisco
Website: www.onehourairfrisco.com
(US-based HVAC services company serving residential customers)
Position Summary
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, and verifying invoices 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
- 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.
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
Why Join Biorev Studios
- Exposure to international clients and global workflows
- Hands-on learning environment with real project responsibility
- Supportive leadership focused on growth and skill development
- Opportunity to develop operations, coordination, and communication skills
If you are proactive, structured and passionate about Quality Audits, apply now.
Interested?
Apply Here: https://forms.gle/SCWGpjnxFTdKrfpdA
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