QA Specialist

Join the Aventus Team!

Aventus

Quality Assurance Specialist QA within the BPO industry and remote environments

What You’ll Be Doing

Quality Assurance Specialist at Aventus

Your Core Responsibilities:

• Conduct systematic audits of recorded calls, emails, and chat interactionsEvaluate 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.

• 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 AssuranceIdentify 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.

• 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 SupportProvide 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.

• 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 ReportingMaintain 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.

• 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 RCAConduct 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.

• 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.

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

• 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 InterventionsInitiate 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.

• 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 CollaborationServe 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

• 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).
• 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 inthePhilippines.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?

quality assurance professional