Advanced Associate, Customer Service (Quality & Training) - Hourly

Pearson is seeking an Advanced Associate, Customer Service (Quality & Training) to support Operations through training, documentation, coaching, and quality monitoring. The role develops and delivers training, provides performance feedback, monitors customer interactions, and maintains client guides and process documentation to ensure high-quality 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
• 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
• Provide performance feedback (i.e. coaching) to Call Center Agents and Global members via email and meetings
• Identify opportunities for continuous training improvements
• 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
• 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

Requirements:

• • Minimum High School Diploma or Equivalent
• • Experience training, teaching, or coaching
• • Excellent oral and written communication skills
• • 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
• • Strong attention to detail
• • Ability to set and meet goals
• • Working knowledge of Registration Manager, VSS, and Service Direct
• • Bachelor's Degree preferred or equivalent work experience
• • 3+ years customer service experience preferred
• • Familiar with various training tools and models; understanding of learning styles preferred
• • Coaching skills preferred
• • Knowledge of Pearson VUE Regulatory and Professional clients is preferred