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Pearson Quality Assurance Analyst in Phoenix, Arizona

Summary:

The Quality Assurance team provides critical omni channel analysis, insights, recommendations, and feedback to stakeholders responsible for Pearson’s Virtual Learning organization. The primary purpose of the Quality Assurance Analyst is to be responsible for extracting and deciphering large data sets to be converted into actionable reporting for Quality Assurance and Recruitment Services. The data reporting system will run complex queries, analyze, visualize, and monitor KPI/NPS data sets via interactive analytics dashboards. In addition, the Quality Assurance Analyst will complete QA audit the auditor reviews and participate in various projects and initiatives to support Recruitment Services.

Responsibilities:

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

  • Conduct targeted listing audits as requested by recruitment services.

  • Creates use cases to run analytics on omni-channel interactions to analyze and recommend opportunities for improvements to drive the learner experience and business results in Recruitment Services.

  • Performs audit-the-auditor reviews to coach performance and identifies areas for quality team growth and development.

  • Thoroughly documents feedback and training sessions with the quality assurance coach team.

  • Partner with various stakeholders to provide trending actionable reporting regarding the learner experience in the enrollment processes.

  • Actively participates with Learning & Development and Recruitment Services to offer recommendations on trending training needs.

  • Ensures that the quality assurance coach follows proper documentation protocols.

  • Translate general reporting requests from the business into data requirements, acquire data from multiple sources, and develop reports to satisfy the immediate business need, with some effort to anticipate future questions 

  • Build dashboards to measure, track and interpret company KPIs, and identify deviations from plan

  • Collaborate within a team environment to develop relevant and repeatable policies and procedures for preparing business reports and departmental processes

  • Collaborates with the Operations and Analytics training team to identify and streamline processes and implement process standards that enhance new hire training and professional development.

Qualifications

Qualifications

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

  • Minimum 2 years Call Center Quality Assurance experience preferred.

  • Minimum 2 years Higher Education experience preferred.

  • Proficiency with MS Office with advanced Excel

  • 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.

  • Proficiency with SharePoint, Tableau, Salesforce, Smartsheets, preferred.

Supervisory Responsibilities:

No direct supervisory responsibilities.

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.  

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: 

http://www.pearson.com/careers/diversity-and-inclusion.html

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

Job: EFFICACY

Organization: North America

Schedule: FULL_TIME

Req ID: 2113706

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