Manager, Quality Assurance

The Quality Assurance Manager owns the quality assurance program and day-to-day execution of monitoring across the Lead Nurture (LN), Family Enrollment Center (FEC), Customer Enrollment Resolution (CER), and CTSS (technology-enablement). The role sets expectations for sampling, scoring, and documentation; facilitates ongoing calibration; and ensures consistent application of quality standards, information accuracy, policy adherence, effective system usage, and customer-centric behaviors that positively influence customer satisfaction (CSAT).

Through oversight of standard and complex, resolution-based evaluations, the manager validates decision quality, technical accuracy, and consistency of service delivery, and ensures analysts are delivering reliable scoring and insights. The Quality Assurance Manager provides direct coaching through regular 1:1s, real-time and formal feedback, and development planning to strengthen analyst capability and consistency. In partnership with Supervisors, Training, Operations, and Technology teams, the manager leverages QA and CSAT trends to identify root causes of quality defects, recommends workflow and enablement improvements, and drive continuous improvement initiatives that strengthen quality outcomes and the overall customer experience.

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

The full-time salary range for this role is $70,000 - $90,000.

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: GOTOMARKET

Organization: Virtual Learning

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 24194