Specialist, Quality Assurance Analyst
About The Position
The Quality Assurance Analyst is responsible for evaluating the quality, accuracy, and customer experience of customer interactions across Learning Network (LN), Family Enrollment Center (FEC), Customer Enrollment Resolution (CER), and Technology‑enabled workflows. This role ensures information accuracy, policy adherence, effective system usage, and customer‑centric behaviors that positively influence customer satisfaction (CSAT). The analyst reviews both standard and complex, resolution‑based interactions, validating decision quality, technical accuracy, and consistency of service delivery. In partnership with Supervisors, Training, Operations, and Technology teams, the QA Analyst identifies root causes of quality defects, supports targeted coaching efforts, and drives continuous improvement initiatives that strengthen quality outcomes and customer experience.
Requirements
- Working remotely from a home office
- Report to the Supervisor of Quality Assurance Management
- Part of the Enrollment Operational Enablement Department
- Evaluate the quality, accuracy, and customer experience of customer interactions across Learning Network (LN), Family Enrollment Center (FEC), Customer Enrollment Resolution (CER), and Technology‑enabled workflows
- Ensure information accuracy, policy adherence, effective system usage, and customer‑centric behaviors that positively influence customer satisfaction (CSAT)
- Review both standard and complex, resolution‑based interactions, validating decision quality, technical accuracy, and consistency of service delivery
- Identify root causes of quality defects
- Support targeted coaching efforts
- Drive continuous improvement initiatives that strengthen quality outcomes and customer experience
Responsibilities
- Review and evaluate customer interactions related LN/FEC/CER/CTSS-enrollment workflows using established quality standards and scorecards
- Validate accuracy of information provided to families, including enrollment steps, requirements, and next actions
- Assess customer‑experience behaviors (clarity, empathy, confidence, resolution) that impact CSAT
- Identify trends, repeat defects, and CSAT detractors specific to interactions
- Partner with supervisors to support targeted coaching and follow‑up validation
- Participate in calibration sessions to ensure consistent scoring and interpretation of quality standards
- Document findings and provide actionable insights into Operations and Training
- Evaluate CER interactions for resolution accuracy, documentation quality, and adherence to established procedures
- Assess handling of escalations, edge cases, and multi‑step enrollment issues
- Identify root causes of unresolved or repeat customer issues
- Analyze QA results alongside CSAT feedback to identify drivers of dissatisfaction within CER
- Partner with supervisors to reinforce effective resolution behaviors through coaching
- Surface systemic issues requiring process clarification or training updates
- Support quality governance through calibration participation and trend reporting
Benefits
- Pearson’s annual incentive program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
