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Director of Quality and Improvement
Pearson
Chandler, AZ, United States
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Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Summary
As the Director of Quality and Improvement, you will be accountable for the vision, performance, and communication of quality assurance and performance improvement. This is an enterprise level role in which you will be accountable for improving the quality and performance in which we communicate within students. In this role you will be uniquely responsible for understanding all conversations and impacting the quality and performance of our student interactions. You will ensure that conversations are of the highest quality and alignment with overall conversation strategy and results. You will oversee and lead initiatives to improve insight and coaching that leads to improved performance and quality from Advisors to student. You will also collaborate with internal leadership and cross-functional leadership on coaching and performance management guidelines, resources, and insights into our overall ability and status to improve on current state. You will be responsible for all areas of assessment including mystery shops, evaluations, and coaching documentation while ensuring the consistent frequency and improvement of this area. You will also be responsible for ensuring the best use of tools and resources to improve in the areas of quality and related results, this includes but is not limited to the utilization of a knowledgebase and being responsible for the knowledge management process.
In addition, you will play a key role in the development and strategy regarding the overall direction of Pearson Online Learning Services. You will also act as the Pearson Global Center of Excellence for your department by collaborating with and providing direction to OPM partnerships outside of the United States. You will have direct involvement with the design of future recruitment strategies and initiatives for POLS and significant influence with Pearson Global OPM.
Responsibilities
Specific duties and responsibilities include, but are not limited to, the following. Other duties and
responsibilities may be assigned.
• Accountable for the vision, improvement, and thorough understanding of student conversations including the impact of the conversations towards quality within each partnership and the correlated relation to student progression.
• Responsible for maintaining the framework and quality of student conversations scoring and call calibrations. Inspects overall conversations for adherence and optimization through a robust quality assurance program.
• Responsible for the gathering of insight and feedback for each academic partner through call analytics. Engages with business units across the enterprise in call calibrations and effectively communicates current trends and insights into each academic partnership while working together to make improvements and maintain a positive professional relationship.
• Responsible for the future needs of the enterprise to improve quality through products or enhancements while maintaining a high level of knowledge and understanding/expertise in products of conversation enhancement, call analytics, and coaching. This includes but is not limited to real-time voice analysis and knowledge prompts.
• Responsible for overseeing knowledge resource management with the correlating processes and principles used to ensure accessibility and relevancy for student conversations, ensuring accuracy and accessibility across the enterprise.
• Collaborates with other department leads on multiple cross-functional quality and training strategies to ensure that all materials and trainings are consistent, compliant, and appropriate to enhance overall performance, quality, and employee/student enablement.
• Is ultimately responsible for the resources and visibility of performance coaching and management. Works closely with leadership to communicate the standards in frequency and effectiveness of advisor/manager coaching while measuring the success of coaching on quality and performance improvement.
• Serves as the Global OPM Quality and Improvement Center of Excellence by understanding and influencing strategy, consistencies, and best practices across Global OPM.
Qualifications
• BA/BS from an accredited institution, OR appropriate combination of educational and significant experience
• Minimum of 5 years’ experience leading an inside sales team performing in a high-relationship consultative sales process.
• Ability to strategize and scale quality improvements at an enterprise level.
• Strong analytical skills.
• Ability to serve as a champion of the customer internally and a thought leader and customer success expert internally
• General knowledge of the higher education industry.
• Proficient in MS Office, including Word, Excel, PowerPoint and Outlook.
• Outstanding written and verbal communication skills.
• Basic knowledge of departmental budgeting.
• Highly motivational, energetic personality.
• Collaborative; builds relationships with others.
Supervisory Responsibilities
• Overseas Quality Assurance and Knowledge Resource management department.
• Responsible to lead departments efforts in continuous quality improvement across enterprise.