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.  

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 

Other (license/certification): 

Knowledge of Pearson VUE Regulatory and Professional clients is preferred 

Working knowledge of Registration Manager, VSS, and Service Direct