Technical Quality & Knowledge Specialist (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.

The Technical Quality & Knowledge Specialist ensures the production and delivery of technical quality and knowledge content to Turnitin Assessment Technical Support. As a member of the Knowledge and Quality team, the successful candidate will be a highly organized professional with a high level of attention to detail and a desire to improve the overall customer experience. The Technical Quality and Knowledge Specialist also assists and monitors the effectiveness and success of the Quality Analysts assigned to develop and deliver QA and KPI Metrics to our internal support departments and external nearshore and offshore business partners. 

• Work under the direction of the Quality and Knowledge Manager to deliver both consistent and tailored training to the internal technical and customer support teams interacting with our customers.
• Collaborate with the Quality and Knowledge Team and the wider Technical Support team to develop training content that is up to date and focuses on empowering our customers to help themselves through ongoing analysis and recommendation based on interaction with our support channels, content, and agents .
• Become a Subject Matter Expert on all ExamSoft and ProctorExam products and services.
• Provide feedback of quality reviews and for identifying training and coaching needs
• Assist in staff inductions, setting quality expectations within the Triage team and nearshore and offshore business partners
• As the Quality and Knowledge team grows, train and monitor Quality Analysts team members and provide coaching, and motivation to maximize team performance and career development
• As an extension of the knowledge team, provide updates to the Technical Support team about where we can improve the overall experience of customers as a result of insight gained from working in partnership with our customers.
• Create & host internal training sessions with members of the Technical Support & Customer Experience Teams, preparing them for product launches and updates
• Create & host internal training sessions with members of the Technical Support & Customer Experience Teams for ‘problem areas’ as identified through the quality checks ran by the Quality Team
• Work with the Quality & Knowledge Manager to develop internal knowledge banks for the Technical Support & Customer Experience Teams
• Operate with a customer-first mentality, whilst striving to continuously move the needle on customer experience from a reactive to a proactive approach
• Through a close relationship with the Turnitin Technical Support team, use both current and historical trending to inform on the appropriate areas of focus when partnering with customers
• Robust technical background with the ability to answer in-depth questions for customers during live training
• Willingness to work across multiple timezones to accommodate Turnitin’s global customer base

• Past experience providing global technical and customer service support.
• Past experience in an omni omni-channelact center environment involving telephone, chat and ,email channels.  
• Demonstrable experience in developing client-focused, technical content to be delivered across varying audiences
• Polished, confident public speaking skills.
• Excellent time management and organizational skills.
• Excellent written and verbal communication skills
• Excellent listening & presentation skills
• Broad understanding of web technologies and Software as a Service (SaaS).
• Qualified to degree level (or equivalent experience)

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.