Quality and Training Coordinator

Pearson Education • Madison, WI

384d • $43,680 - $43,680

About The Position

The Quality & Training Coordinator plays a crucial role in enhancing the performance of Call Center Agents by providing training, coaching, and quality monitoring. This position focuses on ensuring that employees deliver exceptional customer service while meeting operational goals. The Coordinator collaborates with various teams to develop training materials and assess the effectiveness of training programs, ultimately contributing to the overall efficiency of the call center operations.

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
• 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

Nice To Haves

• Knowledge of Pearson VUE Regulatory and Professional clients is preferred
• Working knowledge of Registration Manager, VSS, and Service Direct

Responsibilities

• Assist in developing and maintaining reference materials for training
• Assist in building training objectives and agendas
• Conduct online training for new hires 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 to Call Center Agents and Global members via email and meetings
• Identify opportunities for continuous training improvements
• Monitor candidate-facing interactions to ensure quality service
• Ensure agents and Global centers meet call center quality goals
• Score monitored calls based on company Quality Guidelines
• Perform secret shops of OnVUE greeters and proctors
• Maintain Teams Page content
• Update client guides, agent pages, and process documents for accuracy and consistency
• Search for areas of opportunity to develop pages for ease of use.

Benefits

• Health insurance
• Paid holidays
• Flexible scheduling
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Education Level: High school or GED