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.

This position is open to candidates based in the United States only.

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.

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows:

The pay rate for this position is $21.00/hour.

This position is not bonus eligible, and information on benefits offered is here.

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 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

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.

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.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Workplace Type: Remote

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