Advanced Associate, Customer Service

OnVUE Quality & Training Coordinator (Advanced Associate)

At Pearson, our purpose is to help people realize the life they imagine through learning. We’re a place where talented people with different viewpoints can have their voices valued and heard and we’re intentionally building a culture of belonging designed to attract and promote innovative, and skilled people, where everyone has the opportunity to make progress in their careers.

PRIMARY RESPONSIBILITIES  

Join the Pearson operations team where we are dedicated to helping support candidates and clients throughout their certification testing process. Working closely with the contact center teams, the OnVUE Quality and Training Coordinator assists with the creation, maintenance, and delivery of training and documentation services. This includes creating training modules, process documents, and key email announcements required which will enable team members to stay up to date with our current customer experience expectations.

Training Development and Delivery

• Assist in the development and maintenance of reference materials for training purposes.

• Support the creation of training objectives and agendas through the analysis and integration of collected data in collaboration with team members. Identify and report operational inefficiencies and/or trending issues while offering recommendations to optimize processes; assist in managing projects related to process enhancements, updates, and other customer service initiatives.

• Facilitate or coordinate staff training sessions.

• Evaluate the effectiveness of training initiatives using surveys, escalation analysis, and quality reviews; trainers are responsible for making data-driven updates and adjustments to the materials.

• Collaborate with colleagues to ensure all training requirements are fulfilled.

• Provide support to internal teams on extended business projects and show a solid grasp of the company and its