Quality and Training Coordinator Job Vacancy in Pearson Noida, Uttar Pradesh – Latest Jobs in Noida, Uttar Pradesh – updated today

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Company Name : Pearson
Location : Noida, Uttar Pradesh
Position : Quality and Training Coordinator

Job Description : Under the direction of the Supervisor, Training, and Quality, the Quality & Training Coordinator is responsible for Operations training and documentation, coaching employees, monitoring calls/chats/emails for quality, and assisting with the quality of other work performed within Operations. The Coordinator provides feedback to employees performing the work to help ensure that customers receive great customer service.
Responsibilities
Working closely with the Call Center Agents, Supervisors, Leads, Human Resources, and other team members, the Quality and Training Coordinator provides various training and documentation services to satisfy the needs of Call Center staff to provide high-quality service. The goals are to increase efficiencies within the call center to meet overall department goals.
Training Development and Delivery
Assist in developing and maintaining reference materials for training
Assist in building training objectives and agendas
Conduct online training as directed for new hires or 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 Supervisor and peers to ensure training responsibilities are met
Performance Feedback
Provide performance feedback (i.e. coaching) to Call Center Agents and Global members via email and meetings.
Identify opportunities for continuous training improvements
Call/Chat/Email/OnVUE/Other Monitoring
Monitor candidate-facing interactions and ensure that all customers are receiving quality service
Ensure agents and Global centers are meeting call center quality goals
Score monitored calls based on company Quality Guidelines
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
Client Guide, Teams Page, and Process Document Maintenance
Maintain Teams Page content
Update client guides, agent pages, and process documents based on information from Program Managers, Coordinators, or Operations Management to ensure accuracy and consistency
Search for areas of opportunity to develop these pages for ease of use for all users
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
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
Other (license/certification):
Knowledge of Pearson VUE Regulatory and Professional clients is preferred
Working knowledge of Registration Manager, VSS, and Service Direct
Ability to manage internal knowledge management sites
Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.
Job: CUSTOMER SERVICE
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Req ID: 487

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Post Tags : , Noida, Uttar Pradesh, jobs in Noida, Uttar Pradesh, Quality and Training Coordinator jobs in Noida, Uttar Pradesh

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