Pearson Quality Assurance Coach in Springfield, Illinois
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.
The Quality Assurance team provides critical omnichannel analysis, insights, recommendations, and feedback to stakeholders responsible for Pearson’s Virtual Learning organization. The primary function of the Quality Coach is to provide feedback on Enrollment Advisor’s performance via omnichannel monitoring and evaluations of prospective learner interactions and communications including call recordings, chats, texts, and emails. In addition, the Quality Coach will engage in call calibration sessions, rewards/recognitions programs, resolve disputes, identify compliance violations, and various projects and initiative to support Recruitment Services.
Specific duties and responsibilities include, but are not limited to, the following. Other duties and responsibilities may be assigned.
Perform quality assurance omni-channel reviews for Enrollment Advisors to ensure compliance, proper documentation protocols, departmental outreach strategies, and best-in-class services for learners.
Provides coaching methods to Enrollment Advisors to improve skill sets and learner experience levels.
Engage in rewards and recognition programs.
Ability to drive strategic initiatives transforming and improving the business.
Creatively approaches change and takes initiative to implement new processes and technology.
Ensures alignment between the Pearson enrollment team and Partner expectations are met through calibration sessions internally.
Maintain the dispute process to include logging, tracking, calibrations sessions, and responding/resolving disputes.
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.
Minimum 1 years Call Center experience preferred.
Higher Education experience preferred.
Demonstrated proficiency in 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.
- No direct supervisory responsibilities.
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
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:
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.
Organization: North America
Req ID: 2113707