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. Apply To This Job