Reports to the Director of Operations Enablement for our virtual K-12 schools. The Training, and Quality Assurance Manager supports success across Enrollment & Customer Engagement by overseeing teams that create & deliver training for operational teams; and generating reporting tools to help drive business results. This leader collaborates with multiple internal teams to strengthen the confidence and skills of our customer-facing teams while supporting operational leaders with staffing resources and reporting tools.
Core tasks and responsibilities
· Lead Training & Quality Specialists to create and deliver training to operational teams. Establish learning outcomes and assessments to prove proficiency; identify improvements for training tools & resources; develop quality assurance standards & processes.
· Identify ECE reporting gaps, propose streamlined solutions, and collaborate with PVS teams to centralize business reporting.
· Partner with Technical Enablement leaders to prepare operational teams for technology improvements operations leaders.
· Collaborate with operations leaders to identify training or operational effectiveness gaps; offer short & long-term solutions.
· Use multiple streams of communication to engage participants and operational leaders.
· Understand the enrollment process, customer journey, and seasonality of the enrollment cycle.
· Seek feedback from operational leaders on enablement effectiveness and evolve for continued improvement & departmental progress.
· Lead Training & Quality Specialists: Create and deliver training to operational teams.
· Establish Learning Outcomes and Assessments: Prove proficiency and identify improvements for training tools & resources.
Qualifications
· Bachelor's Degree, or equivalent experience
· Prior experience leading a training team, managing workforce staffing models, establishing & monitoring quality assurance, and generating business reports.
· Bachelor’s degree or equivalent experience.
· Prior training, Quality assurance, or coaching experience with solid understanding of operations and technologies.
· Extensive knowledge of all current PVS technologies used by operational teams.
· Ability to learn new technologies.
· Comprehensive knowledge of call types, of call handling procedures, and requirements.
· Excellent communication, presentation, and collaboration skills.
· Flexibility and the ability to work in a fast-paced work environment.
· Highly organized, self-motivated, hard worker.
· Must be able to learn quickly and multitask.
· Ability to pay close attention to detail is essential.
· Ability to work as an effective mentor and group leader.
· Experience in Articulate Storyline and Rise a plus.
· Experience Calabrio One
· Ability to serve as an effective leader, coach, motivator, and mentor.
· Leadership skills, including the ability to influence others.
· Ability to prioritize, plan, and deliver positive outcomes.
· Ability to influence positive change.
· Highly organized, attentive to detail, self-motivated, and committed to quality work.
Certification in Virtual Training
Certification in Design Thinking
Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows:
The minimum full-time salary range is between $100,000 - $105,000.
This position is eligible to participate in an annual incentive program, and information on benefits offered is here.
Applications will be accepted through July 7th, 2025. 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: https://plc.pearson.com/
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. All employment is decided based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.
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 [email protected].
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: http://www.pearson.com/careers/diversity-and-inclusion.html.
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
