Working closely with the Call Center Agents, Supervisors, Leads, Human Resources, and other team members, the Quality Assurance specialist provides routine inspections on candidate interactions to help identify and resolve workflow and customer service issues. Gather, and inspect data to detect areas of improvement on quality trends to satisfy the needs of customers through call centers staff to provide high-quality service.The goals are to increase efficiencies, address trends, and deliver on customer service experience within the call center to meet overall department goals.Customer Service Development
Monitor candidate-facing interactions and ensure that all customers are receiving quality service through call, chat, email, OnVUE, and other monitoring.
Ensure agents and Global centers are meeting call center quality goals based on our quality guidelines.
Understand and drive candidate expectations through continuous quality improvements that address customer's needs.
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
Assist with the investigations based on candidate/client feedback, ensuring team members adhered to process and quality expectations.
Exhibits a positive can-do attitude and approach to tasks; meets new challenges and changes with an open mind; demonstrates commitment to the role and supporting the candidate costumer service journey.
Documentation Maintenance & Training
Develop, create and implement call center quality processes and procedures and make recommendations for training materials enhancements to enhance the overall Pearson VUE customer’s experience.
Act as SME for a variety of clients and specialty queues by maintaining addition to detail.
Ability to research, analyze, and interpret requests in shared training box. Update client guides, agent pages, and quality process documents based on information from Program Managers, Coordinators, or Operations Management to ensure accuracy and consistency.
Effective and verbal and written communications skills. Provide clear and concise communication and direction to call center staff. 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 and Trend Tracking
Identify, track, and communicate quality review results to departmental managers and help implement solution focused results.
Work with Training team to identify training needs driven though quality reviews.
Provide feedback (i.e. coach) on opportunities to improve agent performance, procedures, and customer experience for candidates through email and team meetings.
Identify opportunities for continuous quality improvements through the review of trends found (via data collection).
Uses quality monitoring data management system to compile and track performance at team and individual level.
REQUIRED SKILLS AND ABILITIES
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
Strong organizational 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
Coaching skills preferred
Strong attention to detail
Ability to set and meet goals
Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State, and New York City laws, the pay range for this position is as follows:The minimum full-time salary range is $21.00 per hour.What to expect from PearsonDid you know Pearson is one of the 10 most innovative education companies of 2022?At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.Job: CUSTOMER SERVICEOrganization: Assessment & QualificationsSchedule: FULLTIMEWorkplace Type: RemoteReq ID: 16127#location