Pearson Quality Analyst Coach in Chandler, Arizona
Quality Analyst Coach - ( 2108132 )
We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.
We value diversity and inclusion. We value the power of inclusive culture, so we embed diversity and inclusion in everything we do.
Pearson promotes a company culture where differences are embraced as strengths, opportunities are equal and accessible, consideration and respect are the norm, and all employees are given the chance to reach their full potential.Through our talent, we believe that diversity and inclusion make us a more innovative and vibrant company. People are at the center of our company. We are committed to a sustainable environment and workplace ecosystem where talent can learn, grow, and thrive.
To learn more about Pearson’s commitment to a diverse and inclusive workforce please click here.
Quality Assurance Mission Statement
The Pearson Online Learning Services Quality Assurance Department uses effective and efficient service delivery to all Pearson internal and external partners by applying expertise in interaction, evaluations, coaching, training, and process improvement to ultimately enhance EA behaviors, the learner experience, and academic partner relationships.
The primary purpose of the Quality Analyst (QA) Coach is to provide information on Enrollment Representative’s performance via omnichannel monitoring including call recordings, chat, text, and email. The quality team will provide feedback, call calibration sessions with the University Partner and Recruitment Services Leadership, conduct team trainings, and identify compliance violations. The quality team is also tasked with numerous projects and initiatives to enhance the learner’s enrollment experience.
Specific duties and responsibilities include, but are not limited to, the following. Other duties and responsibilities may be assigned.
Serve as subject matter expert relating to the recruitment function including the tools and technology used for our daily jobs.
Conduct targeted listing audits as requested by recruitment services
Monitors performance and identifies areas for team growth and development as it relates to all forms of communication with learners
Provides coaching and support to Enrollment Advisors in quality communication with learners in all communication methods.
Using general, phone and interview observations, actively coaches to improve skill sets and learner experience levels.
Thoroughly documents coaching and training.
Partners with various stakeholders to improve the learner experience in the enrollment processes
Ability to drive strategic initiatives transforming and improving the business.
Creatively approaches change and takes initiative to implement new processes and technology.
Actively participates with the Training Department in the onboarding process.
Ensures that the Enrollment team follows proper documentation protocols and departmental outreach strategies.
Ensures alignment between the Pearson enrollment team and Partner expectations are met through calibration sessions internally as well as with the Academic Partners.
Acts as liaison between vendors and stakeholders to ensure successful relationship.
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.
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
4-year degree from an accredited institution and/or appropriate combination of education and significant experience
Minimum 3 years Call Center Quality Assurance experience preferred.
Minimum 3 years Higher Education experience preferred.
Experience using NICEinContact and/or Interaction Analytics 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.
Proficiency with SharePoint preferred.
Ability to work evenings until 9:00 PM (if needed) or weekends as business needs dictate.
Primary Location : US-AZ-Chandler
Other Locations : US-IL-Elk Grove Village, US-FL-Orlando
Work Locations :
US-FL-Orlando-2145 Metro Center
2145 Metro Center
Job : Customer Service
Organization : North America
Employee Status : Regular Employee
Job Type : Standard
Job Level : Individual Contributor
Shift : Day Job
Job Posting : Jun 3, 2021
Job Unposting : Ongoing
Schedule: : Full-time Regular
Req ID: 2108132