Quality Assurance Analyst

Pearson VUE

Quality Assurance Analyst ensuring quality and customer satisfaction for Connections Academy and Pearson Online Academy. Evaluating interactions and driving continuous improvement initiatives in enrollment processes.

Posted 5/15/2026full-timeRemote • New Jersey • 🇺🇸 United StatesMid-LevelSenior💰 $73,000 - $80,000 per yearWebsite

About the role

Key responsibilities & impact

Act as a primary point of contact for families enrolled in a Connections Academy or Pearson Online Academy program.
Report to the Supervisor of Quality Assurance Management as a part of the Enrollment Operational Enablement Department.
Review and evaluate customer interactions related to enrollment workflows using established quality standards and scorecards.
Identify root causes of quality defects and support continuous improvement initiatives.
Partner with Teams to drive effective resolution behaviors through coaching.
Document findings and provide actionable insights to reinforce systemic issues.

Requirements

What you’ll need

Evaluating the quality, accuracy, and customer experience of customer interactions.
Ability to validate accuracy of information provided to families.
Experience in assessing customer-experience behaviors.
Familiarity with identifying trends, repeat defects, and CSAT detractors.
Partnership with supervisors to support targeted coaching and follow-up validation.
Participation in calibration sessions to ensure consistent scoring and interpretation of quality standards.
Document findings and provide actionable insights into Operations and Training.
Evaluating interactions for resolution accuracy, documentation quality, and adherence to established procedures.
Ability to handle escalations and multi-step enrollment issues.
Skills in analyzing QA results alongside CSAT feedback.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

quality evaluationcustomer experience assessmentdata analysisenrollment workflowsroot cause analysiscoachingdocumentation quality assessmentescalation handlingtrend identificationCSAT analysis

Soft Skills

communicationcollaborationproblem-solvingattention to detailcoachinganalytical thinkinginterpersonal skillsadaptabilitycritical thinkingorganizational skills