Quality Assurance Coordinator Student Services
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.
The primary function of the Quality Assurance Coordinator is to listen and monitor phone calls and email communication for the Student Support Services department. The Quality Assurance Coordinator provides administrative support to the Student Support Services Learning and Development team.
The Quality Assurance Coordinator will be responsible for reviewing email and telephone interactions
along with providing coaching and feedback to the Student Support Services team. The QAC will also be
responsible for facilitating calibration/group sessions for the Student Support Services leadership team.
The QAC will own identifying areas of call service improvements and developing programs that improve
the overall quality of the student and Academic Partner experience when interacting with the SSS team.
The Quality Assurance Coordinator is responsible for analyzing call trends, providing coaching and
feedback to Student Support Services staff, making improvement recommendations to the Associate
Director(s) and monitoring the result of stated recommendations.
Specific duties and responsibilities include, but are not limited to, the following:
Center and Retention Management staff, Student Support Services leadership and training teams.
own work group.
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-FL-Orlando
Other Locations CA-ON-North York, US-AZ-Chandler, US-IL-Elk Grove Village
Work Locations: US-FL-Orlando-2145 Metro Ctr 2145 Metro Center Orlando 32835
Job: Learning Delivery
Organization: North America
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: Jan 30, 2018
Job Unposting: Ongoing
Schedule: Full-time Regular
Req ID: 1800298