Quality Assurance Representative

About the role

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.

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.

Qualifications

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

Skills

• Strong analytical, communication, and relationship-building skills

Benefits

Not specified

Pay

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

Schedule

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