Manager, Quality Assurance
About The Position
The Quality Assurance Manager owns the quality assurance program and day-to-day execution of monitoring across the Lead Nurture (LN), Family Enrollment Center (FEC), Customer Enrollment Resolution (CER), and CTSS (technology-enablement). The role sets expectations for sampling, scoring, and documentation; facilitates ongoing calibration; and ensures consistent application of quality standards, information accuracy, policy adherence, effective system usage, and customer-centric behaviors that positively influence customer satisfaction (CSAT). Through oversight of standard and complex, resolution-based evaluations, the manager validates decision quality, technical accuracy, and consistency of service delivery, and ensures analysts are delivering reliable scoring and insights. The Quality Assurance Manager provides direct coaching through regular 1:1s, real-time and formal feedback, and development planning to strengthen analyst capability and consistency. In partnership with Supervisors, Training, Operations, and Technology teams, the manager leverages QA and CSAT trends to identify root causes of quality defects, recommends workflow and enablement improvements, and drive continuous improvement initiatives that strengthen quality outcomes and the overall customer experience.
Requirements
- Experience in quality assurance program management.
- Ability to set expectations for sampling, scoring, and documentation.
- Skills in facilitating ongoing calibration.
- Ensuring consistent application of quality standards, information accuracy, policy adherence, effective system usage, and customer-centric behaviors.
- Oversight of standard and complex, resolution-based evaluations.
- Ability to validate decision quality, technical accuracy, and consistency of service delivery.
- Ensuring analysts deliver reliable scoring and insights.
- Providing direct coaching through regular 1:1s, real-time and formal feedback, and development planning.
- Leveraging QA and CSAT trends to identify root causes of quality defects.
- Recommending workflow and enablement improvements.
- Driving continuous improvement initiatives.
Responsibilities
- Owns the quality assurance program and day-to-day execution of monitoring.
- Sets expectations for sampling, scoring, and documentation.
- Facilitates ongoing calibration.
- Ensures consistent application of quality standards, information accuracy, policy adherence, effective system usage, and customer-centric behaviors.
- Validates decision quality, technical accuracy, and consistency of service delivery through oversight of standard and complex, resolution-based evaluations.
- Ensures analysts are delivering reliable scoring and insights.
- Provides direct coaching through regular 1:1s, real-time and formal feedback, and development planning.
- Leverages QA and CSAT trends to identify root causes of quality defects.
- Recommends workflow and enablement improvements.
- Drives continuous improvement initiatives that strengthen quality outcomes and the overall customer experience.
Benefits
- Pearson’s annual incentive program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
