Pearson Q & A Coach - Chandler in Chandler, Arizona

Q & A Coach - Chandler


At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Recruitment Services Mission Statement

“A highly ethical, motivated, and competent groupof student advisors that collaborates with academic partners and peers tointerview and advise highly qualified student prospects that are capable ofgraduating from their selected institution and program to fulfill theiraspirations. We strive to become a world-class organization full of engagedminds committed to education with a passion for excellence.”


Theprimary purpose of the Quality Analyst (QA) Coach is to provide information onEnrollment Representative’s performance via call monitoring, and database noteaudits. The quality team will provide feedback, call calibration sessions withthe University Partner and Recruitment Services Leadership, conduct teamtrainings, and identify compliance violations. The quality team is also taskedwith numerous projects and initiatives to enhance the student’s enrollmentexperience.


Specific duties andresponsibilities include, but are not limited to, the following. Other duties and responsibilities may beassigned.

  • Serve as subjectmatter expert relating to the recruitment function including the tools andtechnology used for our daily jobs.

  • Audit databaserecords to find opportunities for improvement and quality assurance.

  • Monitors performance and identifies areas forteam growth and development.

  • Under thedirection of the Associate Director of Recruitment Services, provide coachingand support to Enrollment Advisors in the area of lead management, qualitycommunication with students, forecasting and performance.

  • Using general,phone and interview observations, actively coaches to improve skill sets andcustomer service levels.

  • Thoroughlydocuments coaching and training.

  • Review enrollmentfiles for accuracy and compliance.

  • Actively participates with the Training Departmentin the onboarding process.

  • Ensures that the Enrollment team followsproper documentation protocols and departmental outreach strategies

  • Ensures alignment between the Pearson enrollmentteam and Partner expectations are met through Quality Assurance


  • 4-year degree from an accredited institution and/or appropriate combination of education and significant experience

  • Minimum 3 years Higher Education experience preferred

  • Demonstrated proficiency in recruitment training and development.

  • Capacity to work in a fast-paced environment and to be a self-starter.

  • Outstanding written and verbal communication skills.

  • Proficient in MS Office.

  • Ability to work evenings until 9:00 PM (if needed) or weekends as business needs dictate.

Supervisory Responsibilities

  • No direct supervisory responsibilities.

  • Coordinates the work of others: is accountable for the outputs of the team and is focused on overall team/unit goals and results.

  • Coaches and mentors less experienced employees or employees who are underperforming to develop and increase knowledge, proficiency and performance levels.

Primary Location: US-AZ-Chandler

Work Locations: US-AZ-Chandler-3075 West Ray 3075 W Ray Rd Park at San Tan Chandler 85226

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Oct 18, 2016