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Pearson is a world-leading learning company offering assessment, content, and digital services to learners, educational institutions, employers, governments, an
Quality Assurance Analyst
Location
New Jersey
Posted
15 days ago
Salary
$73K - $80K / year
Seniority
Senior
Job Description
Quality Assurance Analyst
Pearson
• Act as a primary point of contact for families enrolled in a Connections Academy or Pearson Online Academy program. • Report to the Supervisor of Quality Assurance Management as a part of the Enrollment Operational Enablement Department. • Review and evaluate customer interactions related to enrollment workflows using established quality standards and scorecards. • Identify root causes of quality defects and support continuous improvement initiatives. • Partner with Teams to drive effective resolution behaviors through coaching. • Document findings and provide actionable insights to reinforce systemic issues.
Job Requirements
- Evaluating the quality, accuracy, and customer experience of customer interactions.
- Ability to validate accuracy of information provided to families.
- Experience in assessing customer-experience behaviors.
- Familiarity with identifying trends, repeat defects, and CSAT detractors.
- Partnership with supervisors to support targeted coaching and follow-up validation.
- Participation in calibration sessions to ensure consistent scoring and interpretation of quality standards.
- Document findings and provide actionable insights into Operations and Training.
- Evaluating interactions for resolution accuracy, documentation quality, and adherence to established procedures.
- Ability to handle escalations and multi-step enrollment issues.
- Skills in analyzing QA results alongside CSAT feedback.
Benefits
- This position is eligible for Pearson’s annual incentive program.
- Information on benefits can be found here.
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