Advanced Associate, Customer Service in London

Pearson VUE 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.

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.

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.
• 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.
• Maintain documentation summarizing training received by each employee.
• Monitor training success via surveys, escalation analysis, and quality reviews.
• Provide performance feedback (i.e. coaching) to Call Center Agents and Global members via email and meetings.
• Monitor candidate-facing interactions and ensure that all customers are receiving quality service.
• Maintain Teams Page content and update client guides, agent pages, and process documents based on information from Program Managers, Coordinators, or Operations Management to ensure accuracy and consistency.

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.
• Must be patient, positive, and professional.
• Strong attention to detail.
• Ability to set and meet goals.

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.