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Contact Center Quality Assurance Coach

Reference
1805325
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Chandler, AZ, 85286, USA
Expiry Date
26/07/2018
Contact Center Quality Assurance Coach Description At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into la...

Job Description

Contact Center Quality Assurance Coach

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Recruitment Services Mission Statement

“A highly ethical, motivated, and competent group of student advisors that collaborates with academic partners and peers to interview and advise highly qualified student prospects that are capable of graduating from their selected institution and program to fulfill their aspirations. We strive to become a world-class organization full of engaged minds committed to education with a passion for excellence.”

Summary

The primary purpose of the Quality Analyst (QA) Coach is to provide information on Enrollment Representative’s performance via call monitoring, and database note audits. 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 student’s enrollment experience.

Responsibilities

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.
  • Audit database records to find opportunities for improvement and quality assurance.
  • Monitors performance and identifies areas for team growth and development.
  • Under the direction of the Associate Director of Recruitment Services, provide coaching and support to Enrollment Advisors in the area of lead management, quality communication with students, forecasting and performance.
  • Using general, phone and interview observations, actively coaches to improve skill sets and customer service levels.
  • Thoroughly documents coaching and training.
  • Review enrollment files for accuracy and compliance.
  • 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 Quality Assurance

Qualifications

Qualifications

  • 4-year degree from an accredited institution and/or appropriate combination of education and significant experience
  • Minimum 3 years Higher Education experience 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.
  • Ability to work evenings until 9:00 PM (if needed) or weekends as business needs dictate.

Supervisory Responsibilities

  • 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.

Primary Location: US-AZ-Chandler

Work Locations: US-AZ-Chandler-3075 West Ray 3075 W Ray Rd Park at San Tan Chandler 85226

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Apr 3, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1805325

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled