Advanced Associate, Customer Service – Quality & Training
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Quality and training coordinator improving Pearson VUE customer-service operations. Delivering training, coaching agents, monitoring interactions, and maintaining process documentation.
Responsibilities:
- Assist in developing and maintaining reference materials for training
- Assist in building training objectives and agendas
- Conduct online training for new hires, 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 the Supervisor and peers to ensure training responsibilities are met
- Provide performance feedback and coaching to Call Center Agents and Global members via email and meetings
- Identify opportunities for continuous training improvements
- Monitor candidate-facing calls, chats, emails, OnVUE interactions, and other work for quality
- Ensure agents and Global centers meet call center quality goals
- Score monitored calls based on company Quality Guidelines
- Maintain Teams Page content
- Update client guides, agent pages, and process documents based on operational information
- Identify opportunities to improve pages for ease of use and accuracy
- Collaborate with Call Center Agents, Supervisors, Leads, Human Resources, and other team members to support high-quality customer service and call center efficiency
Requirements:
- Minimum High School Diploma or Equivalent
- Bachelor’s Degree preferred or equivalent work experience
- Experience training, teaching, or coaching
- Excellent oral and written communication skills
- Familiarity 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
- Ability to 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
- Knowledge of Pearson VUE Regulatory and Professional clients preferred
- Working knowledge of Registration Manager, VSS, and Service Direct
- 3+ years of customer service experience preferred
- Secret shop activities require being recorded on video, providing a capture of government ID, and having the testing environment reviewed
Benefits:
- Information on benefits available via the employer's benefits information page
Similar Jobs
Customer Support Representative – Project Based
Customer Support Representative providing overnight Tier 1 support for Parkade’s parking app users. Troubleshooting requests, handling administrative actions, and escalating complex issues.
Customer Service Support Specialist
Client Engagement Specialist supporting LATAM clients for a mission-driven mental-health and social-services nonprofit. Managing intake, scheduling, communications, documentation, and service referrals.
Sales Customer Service Representative, Remote
Remote CSR generating reverse-mortgage opportunities for Longbridge, a senior home-equity solutions provider. Handling calls, qualifying homeowners, scheduling follow-ups, and updating CRM records.
Travel Expenses Support Specialist
Remote Support Specialist handling phone, chat, email, and ticket inquiries for BCD Travel’s corporate travel solutions. Escalating complex requests and meeting service-level targets.
Customer Service Administrator
Customer Service Administrator resolving pricing, availability, returns, and delivery inquiries for Thermo Fisher Scientific. Providing cross-department customer support from Italy.
Atención al Cliente
Atención remota y retención de clientes móviles de Claro mediante promociones, ofertas y descuentos. GEA Internacional ofrece capacitación pagada, bonos y oportunidades de crecimiento.
Atención al Cliente
Atención y retención remota de clientes móviles de Claro mediante promociones y descuentos. Gestión de clientes para GEA Internacional, empresa asistencial presente en 16 países latinoamericanos.
Atención al Cliente, Bonos
Atención y retención remota de clientes móviles de Claro mediante promociones y descuentos. Gestión de consultas y ventas para GEA Internacional.
Atención al Cliente
Atención al cliente remoto para Claro, operador de telecomunicaciones. Retención de usuarios móviles mediante promociones, ofertas y descuentos.
Customer Support Agent – Entry Level
Customer Support Agent handling inbound customer interactions for national brands. Using guided systems to resolve questions, service requests, account needs, and product support issues.
Customer Care Representative – Phone Based
Customer Care Representative handling inbound customer, account, and product support for national brands. Using guided systems in a structured remote W2 support environment.
Customer Support Specialist – US Hours
Customer Support Specialist supporting business clients using Traild’s AI-powered finance automation platform. Troubleshooting software issues during US business hours and coordinating resolutions with Product and Engineering.
Customer Service and Ecommerce Operations Specialist
Customer service and ecommerce specialist supporting a premium UK footwear brand. Managing customer enquiries, returns, Shopify operations and AI-driven service improvements.
Customer Service Representative
Remote customer service representative serving customers of a well-known shoe company via phone. Building customer relationships while handling shifts across Texas or Arizona.
PT Customer Service Support Specialist
Part-time customer care specialist supporting Vybond, a global manufacturer of specialty adhesive tapes and films. Managing inquiries, orders, issue resolution, records, and cross-functional coordination.
Patient Support Customer Service Representative – Part Time Evenings
Part-time remote patient support representative for CareXM, assisting patients and families with healthcare service inquiries. Triaging calls, resolving issues, and providing clear next steps.
Bilingual Medical Customer Service Representative – Spanish/English
Bilingual medical customer service representative supporting Spanish-speaking patients for CareXM’s remote healthcare team. Handling calls, healthcare information, triage, issue resolution, and follow-up.
Customer Support Specialist
Customer Support Specialist resolving player issues across email, app stores, and social media. Supporting Pazu Games’ children’s mobile gaming community and reporting recurring trends.
Client Support Specialist
Client support specialist consulting venture capital and private equity clients on portfolio monitoring and financial reporting. Onboarding clients and building integrated Excel reports for S&P Global Market Intelligence.
Client Support Specialist
Client support specialist consulting venture capital and private equity clients on S&P Global Market Intelligence reporting solutions. Onboarding clients and building integrated Excel reports.