Pearson · 2 days ago
Quality and Training Coordinator
Salt Lake City, UT
Full-time
Remote
Mid Level
$21/hr - $21/hr
3+ years exp
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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
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 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
Qualification
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Required
Minimum High School Diploma or Equivalent
Experience training, teaching, or coaching
Excellent oral and written communication skills
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
Strong attention to detail
Ability to set and meet goals
Preferred
Bachelor’s Degree Or Equivalent Work Experience
3+ years customer service experience
Familiar with various training tools and models; understanding of learning styles
Coaching Skills
Knowledge of Pearson VUE Regulatory and Professional clients
Working knowledge of Registration Manager, VSS, and Service Direct
Company
Pearson
Pearson operates as a media and education company that offers a wide range of services to its customers.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1969-08-13IPO
Leadership Team
Liav Even-Chen
Chief Financial Officer
Robin Freestone
CFO
Recent News
2024-12-12
Business Wire
2024-10-29
Company data provided by crunchbase
