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Summary :

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

Responsibilities:

• 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

Qualifications:

• 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

Job: EFFICACY

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 5146