Quality Auditor

Job Overview

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.

About the HVAC Process at Biorev

Biorev has been managing the HVAC (Heating, Ventilation, and Air Conditioning) Call Center

process for the past two years as the official franchise holder of One Hour Heating & Air Conditioning, serving the Frisco, Texas region. Our team in India handles end-to-end

operations, including inbound and outbound customer calls, appointment scheduling

for technicians, membership plan promotions, invoice generation and validation, and

overall quality assurance. The process is supported by tools like Rilla Voice AI for

technician call audits and various CRM platforms for scheduling and invoicing. Our goal is to

maintain top-tier service delivery, operational accuracy, and client satisfaction in alignment

with One Hour's national service standards. More information can be found at

www.onehourairfrisco.com.

Position Details:

• Experience Required: 2–3 years in a similar auditing role, preferably within a call center or US-based process
• Working Hours: 6:30pm - 4:30am IST, 10-hour shifts, 6 days working/week
• Location: On-site, Biorev India Office, Mohali

Key Responsibilities:

• Validating the accuracy of appointments booked by the back-office team
• Performing call audits of the back-office agents
• Reviewing invoices for accuracy, including service items, pricing, and discounts
• 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

• 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)