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Job Details


Pearson Education

Quality & Training Coordinator (2107179)

Education and Training

Coordinator

Yearly

No

Minneapolis, Minnesota, United States

Quality & Training Coordinator - ( 2107179 )

Description

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

PRIMARY RESPONSIBILITIES

Working closely with the contact center teams, including greeters, proctors, support staff, technical support teams and other operations departments, the OnVUE Quality and Training Coordinator assists with the creation and maintenance of training and documentation services to focused on the successful deliver of OnVUE examinations.

OnVUE Training Development and Delivery

  • Assist in developing and maintaining reference materials for training of all greeters, proctors, and support staff.
  • Assist in building training objectives and agendas using data collected by team members
  • Conduct online training, or train the trainer situations as needed for internal staff , or in the event of client required training
  • 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

OnVUE Performance Feedback

  • Assist with the investigations based on candidate/client feedback, ensuring team members adhered to process and quality expectations
  • Provide detailed performance feedback (i.e. coaching) to global team’s email and meetings
  • Identify opportunities for continuous training improvements through the review of trends found (via data collection)

OnVUE Monitoring

  • Monitor candidate-facing interactions and ensure that all customers are receiving quality service
  • Ensure global teams are meeting quality goals
  • Become a subject matter expert at OnVUE policies, procedures, and quality expectations
  • Score monitored interactions between candidates and employees based on company Quality Guidelines

OnVUE Document Maintenance

  • Maintain OnVUE documentation for global teams and OnVUE clients
  • Update process documents based on information from Program Managers, Coordinators, or Operations Management to ensure accuracy and consistency
  • Own creating documentation, announcements and follow up of changes based on system updates provided by Development or other internal teams

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.

Qualifications

REQUIRED SKILLS AND ABILITIES

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 programs and/or OnVUE test platform is preferred
  • Working knowledge of Registration Manager, VSS, and Service Direct
  • Ability to manage internal knowledge management sites

Primary Location : US-MN-Bloomington

Work Locations :

US-MN-Bloomington-5601 Green Valley

5601 Green Valley DriveSuite 220

Bloomington55437

Job : General Business Operations

Organization : Assessments VUE

Employee Status : Regular Employee

Job Type : Standard

Job Level : Individual Contributor

Travel : No

Job Posting : May 21, 2021

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2107179