QA Specialist

Join the Aventus Team!

We are Aventus - a boutique customer experience BPO in Charleston, South Carolina, with over 10 years of providing omnichannel support for over 100+ amazing clients and partners in the e-commerce industry.

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We are rapidly expanding and seeking a Quality Assurance Specialist who has a solid background in QA within the BPO industry and remote environments .  This role has the potential to become permanent based on business needs and individual performance.

What You'll Be Doing
As a Quality Assurance Specialist at Aventus , you will play a critical role in maintaining and improving customer experience and agent performance by evaluating customer interactions, ensuring compliance with company and client standards, and promoting a culture of continuous improvement. This position requires strong analytical, communication, and coaching skills to ensure that frontline teams deliver consistent, high-quality service.

• Conduct systematic audits of recorded calls, emails, and chat interactions
  • Evaluate interactions using standardized quality parameters including communication skills, product knowledge, compliance, professionalism, and resolution effectiveness.
  • Deliver QA orientation to agents prior to nesting or production.
  • Lead weekly calibration sessions with clients to align on scoring standards and ensure consistency.
  • Respond to and process client-submitted audit requests.

• Compliance Assurance
  • Identify violations or risk areas related to regulatory compliance, data privacy, or internal protocols.
  • Ensure agent adherence to standard operating procedures, script usage, disclaimers, and escalation processes.
  • Recommend corrective actions when non-compliance is identified.

• Feedback and Coaching Support
  • Provide timely, constructive, and specific feedback to agents through Scorebuddy or other QA platforms.
  • Participate in coaching syncs with Team Leaders or Training to align on developmental actions.
  • Support QA-related coaching initiatives and workshops when required.

• Documentation and Reporting
  • Maintain detailed records of evaluations, feedback, calibration notes, and QA trends.
  • Generate regular and ad-hoc quality reports highlighting key performance metrics, trends, and areas for improvement.
  • Track agent performance across scorecard categories and escalation trends.

• Continuous Improvement and RCA
  • Conduct Root Cause Analysis (RCA) on recurring issues, poor QA performance, or escalated incidents.
  • Identify trends in quality issues and provide actionable insights to drive process improvements.
  • Collaborate with cross-functional teams to implement corrective actions and monitor impact.
  • Monitor industry trends and emerging QA best practices.
  • Recommend improvements to scorecards, workflows, and QA tools.

• Communication
  • Possesses excellent communication skills, both written and verbal, and acts as a point of contact for quality-related queries from agents and team members

• QA Interventions
  • Initiate QA-led interventions for underperforming agents or teams, in collaboration with Operations and Training.
  • Create and deliver targeted QA coaching plans based on data and RCA findings.
  • Support Quality-related projects and improvement campaigns.

• Internal Communication and Collaboration
  • Serve as a point of contact for quality-related inquiries from internal and external stakeholders.
  • Collaborate with Ops, Training, and Client teams to resolve escalated quality issues and promote best practices
    

What You'll Bring to the Table:

• QA Experience: Minimum of 2-3 years of proven experience as a QA Specialist within the BPO industry, with a strong foundation in both facilitation and instructional design.
• Work Schedule: Ability to commit to 40 working hours per week, typically across five 9-hour shifts (including a 1-hour lunch break). Flexibility to work weekends when business needs require.
• Excellent Communication Skills : C2 English proficiency, both verbal and written, with minimal to no accent.
• Tech-Ready Setup :
  • Windows 10+ laptop/desktop, i5 processor (or better), 8GB+ RAM.
  • Noise-canceling headset with a clear mic.
  • Stable, wired internet connection (40 Mbps down / 20 Mbps up minimum).
• Professional Work Environment : A quiet, distraction-free remote setup — wherever in the world you call home.
• Technical Proficiency: Skilled in using and managing ticketing platforms, Zendesk, Gorgias, soft phone systems such as Five9, CRMS and Excel/Google Spreadsheet.

Your Key Competencies and Attributes

•  Analytical Thinking:  Uses logic and reasoning to identify root causes of quality issues and trends.

• Attention to Detail:  Accurately identifies errors and inconsistencies in agent interactions.

• Communication:  Clearly and professionally conveys feedback, both written and verbal, and adapts messaging to suit the audience.

• Coaching Orientation:  Provides feedback with empathy and supports agent development through encouragement and clarity.

• Customer-Centric Mindset:  Focuses on enhancing the end-customer experience through quality standards.

• Technical Proficiency:  Adept at using QA tools, CRM systems, call listening platforms, and Excel/Google Sheets.

• Adaptability:  Remains flexible and effective in a fast-paced, evolving environment.

• Proactivity:  Anticipates problems and takes initiative without waiting for direction.

• Teamwork and Collaboration :  Works cooperatively with colleagues across departments to resolve issues and achieve goals.
• Integrity and Professionalism:  Handles sensitive data with confidentiality and upholds organizational values.

What's In It For You?

• 100% Remote Work - Work from anywhere in the Philippines. No more long commutes or stressful traffic. Spend more quality time with your loved ones and thrive in the comfort of your own home.
• Long-Term Career Growth – With opportunities to scale into higher leadership roles.
• Competitive Pay – $5/hr + benefits as an independent contractor
• Supportive Culture – Work alongside a leadership team that values transparency, innovation, and your ideas.
• Positive, People-First Vibes – We believe in balance, fun, and thriving together.
• Annual Performance Reviews – Your growth gets recognized and rewarded.
  

Ready to Lead From the Front?

If you're an engaging, results-driven quality assurance professional with BPO experience and a passion for developing people, we want to hear from you. Step into a role where your expertise shapes performance, your voice drives improvement, and your growth is celebrated every step of the way.