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.

Your Opportunity

• Title: Quality and Training Coordinator

• Location: We are a global company and department, with team members are based in Bloomington, Minnesota and Noida, India. This position is based Noida, India

• Hours: You will be working a regular full-time position - working a 40-hour shift each week.

• New Hire Training: During your first few weeks of onboarding, you’ll be asked to adhere to a training schedule that allows our teams to show you the ropes and create a foundation of required knowledge you’ll use throughout your career with Pearson.

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 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

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

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.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

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 ppsmhr@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.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 9629