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Quality Assurance Coordinator Student Services

Reference
1800298
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Elk Grove Village, IL, 60007, USA
Expiry Date
24/02/2018
Quality Assurance Coordinator Student Services 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...

Job Description

Quality Assurance Coordinator Student Services

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.

Summary

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.

General Responsibilities

Specific duties and responsibilities include, but are not limited to, the following:

  • Monitor and evaluate a Student Support Services calls and emails daily.
  • Provides structured and timely recommendations: verbal and/or written feedback to the Coaching

Center and Retention Management staff, Student Support Services leadership and training teams.

  • Collaborate with Student Support Services leadership and training team to address call quality performance issues and provide regular reports on overall performance and trends.
  • Identify and support other opportunities for quality improvement across the team.
  • Develop materials and process documentation to support training, as needed.
  • Performs informal call observations with new hires post-training to determine readiness for moving into support
  • Assist in developing and conducting targeted group coaching sessions for SSS team members that address quality deficiencies and/or improvement opportunities.
  • Collaborates with the SSS training team to identify and streamline processes and implement process standards that enhance new hire training and professional development.

Qualifications

General Qualifications

  • 4-year degree from an accredited institution OR appropriate combination of experience and education.
  • Experience with NICE, Salesforce or similar tool required.
  • Minimum of 2 years’ experience within the higher education administration field.
  • Exceptional organizational and time management skills.
  • Experience in coaching and training individuals or groups as required.
  • Ability to negotiate change across organizational/firm boundaries and influence others outside of their

own work group.

  • Adept at networking and building relationships with all levels of management and staff.
  • Ability to manage multiple tasks and projects.
  • Ability to work in a virtual team environment.

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-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