Pearson Associate Channel Quality Analyst in Noida, India

Associate Channel Quality Analyst

Description

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 centres in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year. Pearson VUE offers a great environment to start or grow your career, we are now hiring for an Associate Channel Quality Analyst to join our team based in Noida.

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).

We believe in equal opportunity and employ people solely on the basis of their skills and abilities

This role is responsible for the strategic and tactical channel quality within the APAC (Asia Pacific) region. This includes ensuring that pre-defined security/quality standards are achieved throughout all testing centres (company owned or partnered sites). It involves close collaboration with the security team in the APAC region and support in the refinement and implementation of global, corporate standards.

CORE COMPETENCIES

Managing Work

Customer Focus/Communication

Strategic Agility/Data oriented

Problem Solving/Attention to detail

Integrity and Trust

Team work

SCOPE AND IMPACT OF JOB

Working closely with channel sales, program managers, technical support, global quality and security team and exam sponsors, the Channel Quality Specialist also helps to resolve multi-functional or multi-process problems to ensure the current and evolving customer needs are met and the high-quality and security test delivery in all test centres across the region.

PRIMARY RESPONSIBILITIES

Channel Management

Ensure that quality standards are maintained and that quality objectives are being met or exceeded by the channel; where individual test centres do not meet objectives, identify the causes and implement appropriate corrective action.

Ensure quality standard are met while doing the new site application process/background verification to ensure a quality testing channel.

Coordinate with the testing channel to train them on Pearson VUE policies and procedures.

Ensure appropriate regional communication and/or localization of relevant channel communications.

Handle the Regional Quality Incident box and ensure incidents are closed as per the severity.

Working with international vendors for carrying mystery shops in the testing channels and reporting findings to the testing channel.

Follow-up with the testing channel to ensure timely closure of cases/incidents.

Addressing testing channel & client concerns and resolving escalations in a timely manner.

Assist with managing key exam events as per pre-defined guidelines.

Work with the team to ensure timely completion of assigned goals & tasks.

WORK ENVIRONMENT AND CONDITIONS

Physical requirements: Yes

Travel requirements: Some travel may be required.

Other: Comfortable to communicate over telephone.

Qualifications

  • Vocational experience in a similar environment.

  • Ability to follow detailed procedures and ensure a high level of accuracy in documentation and data.

  • Ability to take responsibility for actions, a self starter who can work well in a dynamic and busy environment.

  • Prioritization skills and experience of dealing with multiple projects in a structured way.

  • Experience in a customer facing environment, where ensuring high levels of customer satisfaction is essential.

  • Ability to establish rapport and deal with people at varying levels, both internally and externally.

  • Excellent communication skills, both written and oral.

  • Ability to work in a team structure.

  • Sound working knowledge of the Microsoft Office Suite and associated packages including Word, Excel, PowerPoint and Internet packages.

Primary Location: IN-UP-Noida

Work Locations: IN-Noida-SB Tower VUE 1A/1- Sector 16A- SB Tower Ground Floor Noida 201301

Job: Testing Center

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Aug 29, 2017

Req ID: 1713747