QA Specialist

What You’ll Be Doing

Quality Assurance Specialist at Aventus

Your Core Responsibilities:

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

Provide timely, constructive, and specific feedback to agents thr...