Quality and Training Coordinator

Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Under the direction of the Supervisor, Training and Quality, the Quality & Training Coordinator is responsible for Operations training and documentation, coaching employees, monitoring calls/chats/emails for quality, and assisting with the quality of other work performed within Operations. The Coordinator provides feedback to employees performing the work to help ensure that customers receive great customer service.

Responsibilities

Working closely with the Call Center Agents, Supervisors, Leads, Human Resources, and other team members, the Quality and Training Coordinator provides various training and documentation services to satisfy the needs from Call Center staff to provide high quality service. The goals are to increase efficiencies within the call center to meet overall department goals.

Training Development and Delivery

• Assist in developing and maintaining reference materials for training
• Assist in building training objectives and agendas
• Conduct online training as directed for new hires or up-training and ongoing refreshers for existing staff
• Secret shop OnVUE greeters and proctors
• Maintain documentation summarizing training received by each employee
• Monitor training success via surveys, escalation analysis, and quality reviews
• Work with Supervisor and peers to ensure training responsibilities are met

Performance Feedback

• Provide performance feedback (i.e. coaching) to Call Center Agents and Global members via email and meetings.
• Identify opportunities for continuous training improvements

Call/Chat/Email/OnVUE/Other Monitoring

• Monitor candidate-facing interactions and ensure that all customers are receiving quality service
• Ensure agents and Global centers are meeting call center quality goals
• Score monitored calls, chats, and emails based on company Quality Guidelines
• Perform secret shops of OnVUE greeters and proctors; includes being recorded on video, a capture of your government ID, and your testing environment being reviewed

Client Guide, Teams Page, and Process Document Maintenance

• Maintain Teams Page content
• Update client guides, agent pages, and process documents based on information from Program Managers, Coordinators, or Operations Management to ensure accuracy and consistency
• Search for areas of opportunity to develop these pages for ease of use for all users

Education and Experience:

• Minimum High School Diploma or Equivalent
• Bachelor’s Degree preferred or equivalent work experience
• Experience training, teaching, or coaching
• 3+ years customer service experience preferred

Skills, Knowledge, and Abilities:

• Excellent oral and written communication skills
• Familiar with various training tools and models; understanding of learning styles preferred
• Proficiency in Microsoft Office Suite (Access, Excel, Word, etc.)
• Effective problem-solving skills
• Conflict management skills
• Strong organization skills
• Interpersonal savvy and ability to influence and relate to others
• Time management skills
• Ability to deal with ambiguity and overcome objections
• Quickly and effectively adapt to changes
• Must be patient, positive, and professional
• Strong customer service skills
• Coaching skills preferred
• Strong attention to detail
• Ability to set and meet goals

Other (license/certification):

• Knowledge of Pearson VUE Regulatory and Professional clients is preferred
• Working knowledge of Registration Manager, VSS, and Service Direct

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: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

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 TalentExperienceGlobalTeam@grp.pearson.com.

Job: Customer Success

Job Family: GO\TO\MARKET

Organization: Assessment & Qualifications

Schedule: FULL\_TIME

Workplace Type: Hybrid

Req ID: 21202