What are the responsibilities and job description for the Quality Assurance Representative position at Bryant & Stratton College?
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
Position Summary:
This position is responsible for ensuring student and customer interactions meet the established core and functional competencies of the College including accountability, relationship building, and values. In addition to monitoring the content and quality of phone conversations, the Quality Assurance Specialist is responsible for building relationships internally with functional departments to evaluate performance expectations with the specific intent of improving the overall student experience.
Essential Duties and Responsibilities:
- Perform call monitoring in accordance with established rubrics for all functional departments. As needed, monitor written communication, including but not limited to email and chat
- Assist in drafting quality assurance policies and procedures and designing call monitoring form and quality standards
- Interpret, implement quality, and evaluate standards. Monitor and report on compliance concerns.
- Document internal audits and other quality assurance activities
- Work with QM Manager to analyze data to identify areas for improvement in the quality system
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
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.
Position requires the ability to convey detailed and important instructions or ideas accurately, loudly, or quickly.
Background Check or Licensing Requirements:
This position requires a background check.
Salary Range:
$43,000 - $46, 000 ($20.67 - $22.12 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.
Education
Required- Associates or better
Salary : $21 - $22
