QA Lead

Join the Aventus Team!

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

Check out our website: www.aventus.com

We are looking for a QA Lead who is data-driven, people-first, and process-oriented. The ideal candidate can mentor QA Analysts, partner with Operations, and deliver measurable improvements across all Quality KPIs — while influencing operational KPIs at the same time.

What You’ll Be Doing

As a QA Lead at Aventus, you’ll ensure that quality assurance isn’t just about compliance, but about driving better customer experiences and stronger client results. You’ll lead QA Analysts, build scalable QA processes, and partner with stakeholders to ensure service excellence across campaigns.

Your Core Responsibilities:

• Lead and mentor a team of QA Analysts supporting campaigns across voice, email, and chat.
• Manage the QA cadence: sampling plans, audits, QA:Agent ratio, calibrations, coaching cycles, and weekly business reviews.
• Design and maintain QA scorecards aligned with client KPIs (CSAT, FRT, AHT, Compliance, etc).
• Run root cause analyses (5 Whys, Fishbone) on DSAT and auto-fail trends; implement corrective actions with measurable outcomes.
• Automate QA data flows (Scorebuddy exports → Google Sheets/Looker Studio dashboards) for exec-ready insights.
• Partner with Ops, Training, and WFM to close skill gaps, track coaching follow-through, and drive KPI improvements.
• Maintain process documentation and SOPs, ensuring compliance with PCI and data privacy standards.

What You’ll Bring to the Table

Experience:

• 3+ years of QA experience in BPO/contact center, with at least 2 years in a lead or supervisory role.
• Experience delivering measurable KPI improvements (CSAT uplift, DSAT reduction, AHT optimization, Pass Rate increase).
• Lean Six Sigma Green/Yellow working background (advantage).

Skills & Attributes:

• Strong communication and stakeholder engagement skills.
• Familiarity with coaching frameworks (SMART, SBI/BOOST/COIN, PIPs).
• Data-driven mindset with the ability to turn QA insights into KPI results.

Your Key Competencies and Attributes

• QA Program Leadership & Team Management – Guides QA Analysts, sets cadence, drives accountability.
• Coaching & Performance Improvement – Builds skills and closes gaps through structured coaching cycles.
• Scorecard Design & Calibration – Ensures fairness, inter-rater reliability, and alignment with client KPIs.
• Root Cause Analysis – Uses 5 Whys and Fishbone to diagnose issues and implement corrective actions.
• Analytics & Reporting – Translates QA data into dashboards, stories, and business impact.
• Process Documentation & Governance – Maintains SOPs, ensures compliance with PCI/data privacy.
• Stakeholder Communication – Partners with Ops, Clients, Training, WFM for alignment and action.
• Tech Savviness – Confident with QA tools, dashboards, and automation basics.

Tools & Platforms You’ll Be Using

• QA: Scorebuddy (forms, calibrations, exports)
• CRM/Helpdesk: Zendesk, Gorgias, Shopify, etc.
• Analytics: Looker Studio, Google Sheets (QUERY, ARRAYFORMULA), Excel (Pivot, Power Query)
• Automation: Google Apps Script basics, ChatGPT/AI exposure
• Collaboration: Google Workspace, Slack

What’s In It For You?

• 100% Remote Work – Work from anywhere in the Philippines
• Career Growth – Opportunities to scale into higher QA or Ops leadership roles
• Competitive Pay – $7/hr + benefits as an independent contractor
• Supportive Culture – Work alongside a team that values transparency and innovation
• People-First Vibes – We believe in fun, flexibility, and thriving together
• Annual Performance Reviews – Your growth is recognized and rewarded

Ready to Lead Quality at Aventus?

If you’re ready to mentor, analyze, and drive quality excellence across multiple campaigns, we’d love to hear from you!