L&D Senior Associate supporting learning program implementation in collaboration with local team at PwC. Focused on building meaningful client connections and delivering quality learning solutions.
About the role
- Quality & Training Coordinator at Pearson VUE responsible for training development, performance feedback, and ensuring quality service in customer support. Collaborates closely with Call Center staff to enhance service delivery.
Responsibilities
- 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
- Provide performance feedback (i.e. coaching) to Call Center Agents and Global members via email and meetings
- Identify opportunities for continuous training improvements
- 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, chats, and emails 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
- 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
Requirements
- 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
- 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 customer service skills
- Coaching skills preferred
- Strong attention to detail
- Ability to set and meet goals
Benefits
- Equal Opportunity and Affirmative Action Employer
- Training and documentation services
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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