Advanced Associate, Customer Service – Quality & Training

Job not on LinkedIn

🔥 0 minutes ago

❄️ Minnesota – Remote

❄️ Minnesota – Remote

💵 $21 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Pearson VUE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1994

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Pearson VUE is a global leader in computer-based testing, providing a wide range of credentialing and certification exams for various industries. They support test-takers and test owners by offering resources, scheduling options, and accommodations to ensure equitable access to testing. Their mission is to empower candidates and enrich communities through the delivery of high-stakes exams that validate professional skills and knowledge, contributing to career advancement and industry standards.

📋 Description

• 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