Quality Assurance Representative

Bryant & Stratton College Careers • Orchard Park, NY

3d • Onsite

About The Position

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.

Requirements

• Associate’s degree
• 1-3 years’ experience in a call center environment
• Proficient in Excel and other Microsoft Office applications
• Strong analytical, communication, and relationship-building skills

Nice To Haves

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

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree