Manager, Quality Assurance

The Quality Assurance Manager oversees the quality assurance program and daily monitoring activities across multiple customer service and technology enablement teams. The role involves setting standards for sampling, scoring, documentation, and ensuring consistent application of quality standards to improve customer satisfaction.

Location: United States

Salary: $70,000 - $90,000

Responsibilities

• Own and execute the quality assurance program across various teams.
• Set expectations for sampling, scoring, documentation, and calibration.
• Ensure consistent application of quality standards, information accuracy, policy adherence, system usage, and customer-centric behaviors.
• Validate decision quality, technical accuracy, and service delivery through evaluations.
• Provide coaching, feedback, and development planning for analysts.
• Partner with supervisors, training, operations, and technology teams to identify root causes of quality issues.
• Recommend workflow and enablement improvements.
• Drive continuous improvement initiatives to enhance quality outcomes and customer experience.

Requirements

• Experience in quality assurance, monitoring, or related roles.
• Strong understanding of customer service and technical evaluation.
• Ability to coach and develop team members.
• Analytical skills to identify root causes and trends.
• Collaboration skills across multiple teams.

Benefits

• Eligible for Pearson’s annual incentive program.
• Information on benefits available at https://pearsonbenefitsus.com/.

Additional Information

• Full-time role.
• Salary range: $70,000 - $90,000.
• Applications accepted through May 30, 2026, with possible extension.