Quality and Training Coordinator

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.

**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**
- Identify opportunities for continuous training improvements
- Ensure agents and Global centers are meeting call center quality goals
- 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.

**Job**: Customer Success

**Job Family**: GO\_TO\_MARKET

**Organization**: Assessment & Qualifications

**Schedule**: FULL\_TIME

**Workplace Type**: Hybrid

**Req ID**: 21202