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.