Advanced Associate, Customer Service

OnVUE Quality & Training Coordinator (Advanced Associate)

At Pearson, our purpose is to help people realize the life they imagine through learning. We’re a place where talented people with different viewpoints can have their voices valued and heard and we’re intentionally building a culture of belonging designed to attract and promote innovative, and skilled people, where everyone has the opportunity to make progress in their careers.

PRIMARY RESPONSIBILITIES

Join the Pearson operations team where we are dedicated to helping support candidates and clients throughout their certification testing process. Working closely with the contact center teams, the OnVUE Quality and Training Coordinator assists with the creation, maintenance, and delivery of training and documentation services. This includes creating training modules, process documents, and key email announcements required which will enable team members to stay up to date with our current customer experience expectations.

Training Development and Delivery

Assist in the development and maintenance of reference materials for training purposes.

Support the creation of training objectives and agendas through the analysis and integration of collected data in collaboration with team members. Identify and report operational inefficiencies and/or trending issues while offering recommendations to optimize processes; assist in managing projects related to process enhancements, updates, and other customer service initiatives.

Facilitate or coordinate staff training sessions.

Evaluate the effectiveness of training initiatives using surveys, escalation analysis, and quality reviews; trainers are responsible for making data-driven updates and adjustments to the materials.

Collaborate with colleagues to ensure all training requirements are fulfilled.

Provide support to internal teams on extended business projects and show a solid grasp of the company and its stakeholders.

Proactively identify, initiate, and take ownership of additional team projects.

Quality Assurance

• Become a subject matter expert at OnVUE policies, procedures, and quality expectations.
• Evaluate interactions between candidates and employees according to company quality guidelines, providing comprehensive performance feedback and coaching to team members as required.
• Support investigations related to candidate or client feedback to confirm adherence to established process and quality expectations.
• Ensure global teams are meeting and maintaining quality goals.
• Identify opportunities for continuous training improvements based on trends gathered during quality assurance monitoring.
• Identify and recommend areas for ongoing training enhancements by analyzing trends observed during quality assurance monitoring.

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, able to write clear procedural steps and critical announcements.

Familiarity with diverse training methodologies and learning styles, and the ability to adapt to changes quickly and effectively.

Strong problem-solving, critical thinking, and conflict management abilities; able to deal with ambiguity and overcome objections.

Effective organizational and time management skills, with attention to detail and goal-setting capabilities.

Interpersonal savvy, leadership skills, and the ability to influence, relate to, and coach others in a team-based environment.

Patient, positive, and professional demeanor, passionate about customer service and supporting others' success.

Proactively anticipates and addresses departmental needs, identifying and reporting operational inefficiencies or emerging trends. Initiates and leads project recommendations to optimize processes and drive continuous learning among team members.

Skilled in Microsoft Office Suite (including Teams, Access, Excel, Word), and able to manage internal knowledge management sites.

Proficient in leveraging artificial intelligence tools and technologies to enhance team productivity, optimize customer support operations, and drive innovation. Demonstrates a willingness to adapt to the evolving AI landscape by staying current with new advancements, integrating AI-powered solutions into workflows, and continuously upskilling in relevant AI competencies. Able to identify opportunities where AI can improve efficiency and service quality and foster a culture of learning to ensure the team remains agile and prepared for ongoing changes in the AI environment.