Quality Assurance Representative

Position Title: Quality Assurance Representative, Level 1, Online Education

Position Status: Non-exempt

Work Hours: Mon–Fri. Ability to work some evenings and Saturdays; Secondary holidays may be a scheduled work day.

Reports To: QM Manager

Location: Orchard Park, NY

The Quality Assurance Representative is responsible for evaluating student and customer interactions to ensure alignment with established quality standards, performance expectations, and College competencies. This position analyzes interaction data to identify trends, risks, and opportunities for improvement, providing actionable insights that support employee development and enhance the overall student experience. Working collaboratively with functional departments, the Quality Assurance Representative communicates findings, supports performance improvement initiatives, and promotes consistency through calibration activities. This role also leverages AI-powered quality management technology to evaluate interactions, generate meaningful reporting, and support the implementation, administration, and ongoing optimization of quality management systems. Strong analytical, communication, and relationship-building skills are essential to success in this position.

Essential Duties and 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

Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

College Competencies:

• Accountability—Takes ownership 2
• Brand Ambassadorship—Understands our brand and messages it to the students 2
• Embracing Change—Adapts to changing circumstances by accepting and responding positively to different ideas and approaches. 2
• Values—Recognizes the impact of the position on others and acts consistent with BSC core values to ensure positive outcomes 2
• Delivering Program and College Services—Consistently provides appropriate information and guidance to students, groups, individuals and other stakeholders so that appropriate choices and decisions are made 3
• Manages/Organizes Priorities -- Takes initiative and utilizes resources to insure priorities are met in a timely manner and corrects problems as they arise. 3
• Outcomes Oriented – Makes efficient use of time and resources to achieve successful outcomes. 3

Key Competencies and 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

Qualifications:

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

Preferred qualifications:

• Bachelor’s degree
• Experience with AI quality management software such as Cresta, Observe.ai, or Level AI

Physical Demands and Work Environment:

Position requires standing or sitting in a stationary position as well as the occasional need to lift, carry, push, and/or move objects up to 10 pounds.

Position also requires the use of computer technology/equipment.

Position requires the ability to hear conversations and receive information in person and over the telephone.

Background Check or Licensing Requirements:

This position requires a background check.

Salary Range:

$54,000 - $57,000 ($25.96 - $27.40 per hour)

Please note that the compensation information is a good faith estimate of the base pay for this position. Information about the total compensation package for this position will be provided during the interview process.

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. Bryant & Stratton College is an Equal Opportunity Employer.