Company: One Hour Heating & Air Conditioning of Frisco
(US-based HVAC services company serving residential customers)
Position Summary
Key Responsibilities
- 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
- Robust 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 mínimal supervision
- Flexible to work extended hours based on audit load or business requirements
Why Join Biorev Studios
- Exposure to international clients and global workflo