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 Hours national service standards. More information can be found at
• www.onehourairfrisco.com.

Position Details:

• Experience Required: 23 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
• 23 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)