Pearson Quality Assurance and Improvement Specialist in Columbus, Ohio
Pearson Clinical Assessment is in search of a Quality Assurance and Improvement Specialist with a background in quality assurance in a call center environment. This position requires excellent data analysis, communication, and coaching skills. The ideal candidate should be curious and driven to improve the internal and external customer experience. This is a remote position that requires the candidate to be able to work regular US business hours.
Location : Remote-US
Create and maintain a QA (Quality Assurance) strategy and process that considers business seasonality and the ability to support varying business operations that all support customer experience in an effect to meet or exceed all defined KPI’s
Monthly manager touch base and monthly Quality Assurance updates
Agility to be flexible to support improvement needs that support KPI (key performance indicators) and metric enhancements that may fall outside of traditional Quality Assurance
Responsible for auditing agent contacts (including calls, emails, chats, etc.) to ensure ‘a world class experience’ is achieved
Responsible for delivery and maintenance of QA standards and communication to various departments within Customer Experience
Utilize knowledge of policies along with problem-solving skills to consistently grade the agents and assist in defining their development opportunities
Audit coaching sessions and work with supervisors to ensure best coaching practices
Track, report, and analyze improvements made after coaching has taken place
Benchmark against other similar organizations to ensure that our customer experience is best in the business
Review current QA metrics and identify areas for improvement
Identify and make recommendations for behavioral and process improvement based on trends
Partner with various internal departments to keep current on changes to procedures and systems
Prepare reports on quality results and present recommendations for improving customer experience to management team
Ability and willingness to support and provide best practices to align our globalization efforts
Work closely with Customer Experience Management Team and Training and Development team for continuous improvement
2-5 years of quality control auditing within a call center environment
Experience supporting matrix organizations or global organizations
At least 1 year of call center experience handling inbound consumer support (outbound in addition is a plus)
Working knowledge of tools, methods, and concepts of quality assurance discipline and best practices
Excellent communication and listening skills – written and oral
Excellent data collection and analytical skills
High attention to detail
Ability to multi-task and stay organized
Critical thinking and problem-solving skills
Experience with Salesforce, Observe AI, and Oracle preferred
Education and Experience:
5+ years of experience in the events, conferences, or other marketing-related field.
Bachelor’s degree in marketing, event management, or communications desired.
Operational and logistical management of content-driven meetings and events to include:
Venue selection, negotiation and contract management.
Third-party vendor selection, negotiation and contract management.
Budgeting and financial management, with emphasis on project-based profitability and ROI.
On-site logistical support as needed
Client-facing and customer service expertise, including effective and professional oral and written communication, as well as confident interpersonal interaction.
Leadership and management of internal planning teams engaged in multiple event projects, with strong emphasis on best practices and decision-making.
Management of external partners and vendors expectations for multiple event projects.
Budget Management within the online meeting management system, including maintaining receipts, and submitting event expenses both project and personal.
Competency of technology tools Word, Excel ,and PowerPoint
Ability to lift up to 40 lbs.
Travel can be up to 40% of the time
Colorado-based and Remote Roles, AIP eligible:
As required by the Colorado Equal Pay Transparency Act, Pearson provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $65,000 - $74,000. This position is eligible to participate in an annual incentive program, and information on benefits offered is here.
Please submit a cover letter and resume when completing your application
Organization: Assessment & Qualifications
Req ID: 5146
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