Pearson Quality and Training Coordinator in St. Paul, Minnesota
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.
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
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
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
This position will be reporting to our Minnesota office but can offer hybrid opportunity to qualified candidates if necessary. Hybrid meaning, mixture of remote and in office arrangement.
Our starting salary is $21/hr
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
Knowledge of Pearson VUE Regulatory and Professional clients is preferred
Working knowledge of Registration Manager, VSS, and Service Direct
Ability to manage internal knowledge management sites
Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.
Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and 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 a sustainable environment and workplace where talent can learn, grow, and thrive.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided 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.
Job: CUSTOMER SERVICE
Organization: Assessment & Qualifications
Req ID: 5042