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About the Role

The Quality Assurance Representative evaluates student and customer interactions against quality standards, analyzing data to identify trends and opportunities for improvement. This role supports employee development and enhances the student experience by providing actionable insights and collaborating with departments on performance initiatives. The position also utilizes AI-powered quality management technology for interaction evaluation and reporting.

Responsibilities

Monitor and evaluate interactions using established quality standards.
Analyze interaction data and identify trends, risks, and opportunities for improvement.
Partner with functional departments to communicate findings and support performance improvement initiatives.
Support calibration activities to ensure evaluation consistency and accuracy.
Support the implementation, administration, and optimization of AI quality management technology.

Requirements

Associate’s degree
1-3 years’ experience in a call center environment
Proficient in Excel and other Microsoft Office applications
Requires a background check.

Skills

Verbal and written communication skills
Listening skills
Problem analysis and problem solving
Customer service orientation
Organizational skills
Attention to detail
Judgment
Adaptability
Team work
Stress tolerance
Resilience

Location

Orchard Park, NY

Work Type

Full-time

Experience Level

1-3 years

Education Level

Associate's degree
Bachelor's degree

Salary/Compensations

$54,000 - $57,000

About the Company

Bryant & Stratton College is an Equal Opportunity Employer.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.