Quality 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 over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services: Feedback Studio, Originality, Gradescope, ExamSoft, Similarity, and iThenticate.

Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Assist the Quality Team Lead in ensuring consistency of quality reviews across the Turnitin Assessment Technical support team, nearshore and offshore business partners.

Key Responsibilities and Outputs:

• Accurately measure and record individual and team quality performance using current QA Scorecard and Key Performance Indicators (KPIs)
• Assist in staff inductions, setting quality expectations within the Assessment Technical Support team, and nearshore and offshore business partners
• Provide feedback of quality reviews and identify training and coaching needs to the Quality Team Lead
• Identify trends in individual and team quality over time, as well as trends with nearshore and offshore Business Partners.
• 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 Team Lead on delivery of OKRs set for the Quality, Knowledge & Training 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 Team Lead

Qualifications, Skills and Knowledge / Experience

Essential:

• 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 Zendesk
• Excellent written and verbal communication skills
• Strong organizational 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

Desirable:

• Commercial knowledge of the education sector

Personal Attributes

Essential:

• Attention to Detail
• Collaboration
• Customer Orientation
• Integrity
• Adaptability
• Presenting
• Problem Analysis
• Quality Focus
• Written/Verbal Communication
• Action-oriented mindset
• Passion for excellent customer and user experience
• Ability to work in a fast-paced environment, manage multiple priorities
• Ability to work independently and perform under pressure
• Ability to work with a global mindset, being aware of how the Quality team impacts the wider support team and customer experience
• Broad knowledge of online software and relevant technologies
• Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners
• Operate with a high level of Authenticity
• Ability to provide impartial feedback in a structured manner

Desirable:

• Strong leadership skills

Total Rewards @ Turnitin
Turnitin maintains a Total Rewards package that is competitive within the local job market. People tend to think about their Total Rewards monetarily — solely as regular pay plus bonus or commission. This is what they earn in exchange for what they do. However, Turnitin delivers more than just these components. Beyond the intrinsic rewards of unleashing your potential to positively impact global education, and thriving in an organization that is free of politics and full of humble, inclusive and collaborative teammates, the extrinsic rewards at Turnitin include generous time off and health and wellness programs that offer choice and flexibility and provide a safety net for the challenges that life presents from time to time. Experience a remote-centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being.

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.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off 
• 4 Self-Care Days per year
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* varies by country

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.