Advanced Associate, Customer Service
Pearson VUE
full-time
Posted on:
Location Type: Hybrid
Location: Noida • India
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About the role
- Responsible for Operations training and documentation
- Coaching employees
- Monitoring calls/chats/emails for quality
- Assist with the quality of other work performed within Operations
- Provide feedback to employees to help ensure great customer service.
- Provide various training and documentation services to satisfy the needs from Call Center staff
- Increase efficiencies within the call center to meet overall department goals.
- Assist in developing and maintaining reference materials for training
- Conduct online training as directed for new hires or up-training and ongoing refreshers for existing staff
- Monitor training success via surveys, escalation analysis, and quality reviews
- Provide performance feedback (i.e. coaching) 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
- Score monitored calls based on company Quality Guidelines
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
Benefits
- Pearson is an Equal Opportunity and Affirmative Action Employer
- coaching employees
- monitoring calls/chats/emails for quality
- ongoing refreshers for existing staff
- documentation summarizing training received
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
trainingcoachingcustomer servicequality monitoringperformance feedbacktraining toolslearning stylesproblem-solvingconflict managementattention to detail
Soft Skills
communicationorganizationinterpersonal skillstime managementadaptabilitypatiencepositivityprofessionalisminfluencegoal setting
Certifications
High School DiplomaBachelor’s Degree