Quality & Knowledge Analyst (UK Remote)

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, Ouriginal and ProctorExam.

Turnitin has offices in Australia, India, Indonesia, Germany, Japan, Korea, Mexico, the Netherlands, the Philippines, Sweden, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let's make change together.

Assist the Quality and Knowledge Manager in ensuring consistency of quality reviews across the Turnitin Assessment Technical support team, nearshore and offshore business partners, as well as helping to coach individuals to meet the required quality pass rate.

• Accurately measuring and recording individual and team quality performance using current QA Scorecard and Key Performance Indicators (KPIs)
• Assist in staff inductions, setting quality expectations within the Triage team and nearshore and offshore business partners
• Provide feedback of quality reviews and for identifying training and coaching needs to the Quality and Knowledge Manager and Technical Quality & Knowledge Specialist
• Identify trends in individual and Triage team quality over time as well as trending with nearshore and offshore Business Partners.
• Assist to coach individuals who are displaying a poor level of quality performance to help improve their performance over time
• Assist with quality calibration sessions within the Turnitin Assessment Technical support teams
• Document processes and procedures and proactively identify improvements
• Identify opportunities for improvements in quality and overall support experience across the Turnitin Assessment Technical support team and with nearshore and offshore business partners
• Carry out an agreed number of quality reviews on a monthly basis for the Turnitin Assessment Technical support team and nearshore and offshore business partners
• Assist in projects within the Turnitin Assessment Technical support team to improve quality results
•  Assist Quality and Knowledge Manager on delivery of OKRs set for the Quality and Knowledge team
• Assist in the upkeep of the case quality review form ensuring that this evolves in line with the needs of the team.
• Monitor quality performance at team and individual level – share with Quality and Knowledge Manager

• Bachelor’s degree or relevant experience
• Experience in building customer relationships
• 2+ years in a successful customer care role
• User experience of CRM systems, preferably Salesforce
• Excellent written and verbal communication skills
• Strong organisational and analytical skills
• Understanding of SaaS
• Familiarity with Learning Management Systems
• Historical background in delivering exemplary case quality
• Familiarity with reporting
• Show discretion when handling sensitive data 
• Awareness and understanding of the education sector

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. 

Our Values underpin everything we do.

• Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by  putting educators and learners at the center of everything we do.
• Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
• Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership - We have a bias toward action and empower teammates to make decisions.
• One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.
• Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.

 
Seeing Beyond the Job Ad

At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team!
 
Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.