Specialist, Quality Assurance Analyst
Pearson · US
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 Connection...
Job description
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...