Specialist, Quality Assurance Analyst

Role Summary

Working remotely from a home office, the Student Services Associate will act as a primary point of contact for families enrolled in a Connections Academy or Pearson Online Academy program. This position will report to the Supervisor of Quality Assurance Management as a part of the Enrollment Operational Enablement Department.

The Quality Assurance Analyst is responsible for evaluating the quality, accuracy, and customer experience of customer interactions across Learning Network (LN), Family Enrollment Center (FEC), Customer Enrollment Resolution (CER), and Technology‑enabled workflows. This role ensures information accuracy, policy adherence, effective system usage, and customer‑centric behaviors that positively influence customer satisfaction (CSAT).

The analyst reviews both standard and complex, resolution‑based interactions, validating decision quality, technical accuracy, and consistency of service delivery. In partnership with Supervisors, Training, Operations, and Technology teams, the QA Analyst identifies root causes of quality defects, supports targeted coaching efforts, and drives continuous improvement initiatives that strengthen quality outcomes and customer experience.

Core Tasks & Responsibilities

• Review and evaluate customer interactions related LN/FEC/CER/CTSS-enrollment workflows using established quality standards and scorecards
• Validate accuracy of information provided to families, including enrollment steps, requirements, and next actions
• Assess customer‑experience behaviors (clarity, empathy, confidence, resolution) that impact CSAT
• Identify trends, repeat defects, and CSAT detractors specific to interactions
• Partner with supervisors to support targeted coaching and follow‑up validation
• Participate in calibration sessions to ensure consistent scoring and interpretation of quality standards
• Document findings and provide actionable insights into Operations and Training
• Evaluate CER interactions for resolution accuracy, documentation quality, and adherence to established procedures
• Assess handling of escalations, edge cases, and multi‑step enrollment issues
• Identify root causes of unresolved or repeat customer issues
• Analyze QA results alongside CSAT feedback to identify drivers of dissatisfaction within CER
• Partner with supervisors to reinforce effective resolution behaviors through coaching
• Surface systemic issues requiring process clarification or training updates
• Support quality governance through calibration participation and trend reporting

Compensation at Pearson is influenced by factors including skill set, experience, and location.

The full-time salary range for this role is $ 73,000 – $80,000.

This position is eligible for Pearson’s annual incentive program. Information on benefits can be found here .

Applications will be accepted through May 30, 2026 . This window may be extended depending on business needs.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Job: Sales
Job Family: GO_TO_MARKET

Organization: Virtual Learning

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 24188

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