We are looking for amazing QA Specialist to join our Aventus team!
About Us:
We’re Aventus — a boutique customer experience BPO located in Charleston, South Carolina. We launched 8+ years ago, and provide omni-channel support for over 30+ amazing clients and partners in the DTC and direct response markets.
Check out our website:
What you’ll be doing:
– Conducts systematic audits of recorded calls.
– Evaluates calls based on predetermined quality parameters, including adherence to scripts, professionalism, and accuracy.
– Delivers QA talks to orient agents on the QA guidelines prior to taking in calls.
– Hosts calibration calls with clients on a weekly basis to discuss quality KPIs and reports of their campaign performance
– Handles audit requests from clients
– Probe for the agents’ understanding of maintaining compliance and adherence to established protocols.
– Identifies and addresses instances of non-compliance or deviations from quality standards.
– Provides Feedback to the agents through our scoring CRM (Scorebuddy), where agents can check their QA score and check their markdowns.
– Maintains detailed records of call evaluations and generates reports summarizing quality metrics and trends.
– Keeps up with the industry’s best practices and is able to incorporate them into the quality assurance process, with previous approval of their manager.
– Participates in team meetings to discuss quality trends and recommend process improvements.
Requirements:
-40 working hours per week with Five 9 hour shifts with 30-minute lunch breaks and two 15-minute breaks
-WAH Equipment (desktop/laptop, headset, reliable internet connection, quiet workplace)
-English Proficiency (Impeccable grammar and writing skills)
-Problem-solving oriented and pays great attention to details
-At least 2 years of QA Specialist experience in the BPO industry
-Experience managing ticketing platforms (Zendesk, Gorgias), softphone systems (Five9, others), CRMs, and Google Spreadsheets.
-Ability to work as an active member of a team
-What Aventus offers:
– Fully remote position.
– 5 USD per hour + Independent Contractor Benefits. (PTO, Paid worked holidays 100% more, Medical Aid Bonus)
– Join one of the fastest-growing BPO companies: Experienced 300% growth in 2023!
– Long-term career plan with scaling opportunity at a short term for over-achievers.
– Enjoy a very unique, cool multicultural workspace: Work with people from around the globe.
– Join a great, supportive team dedicated to your success.
– Annual Performance Reviews. Get rewarded for your hard work.
APPLY FOR THIS JOB:
Company: BrandLume Inc.
Name: Aventus
Email: