Pearson VUE

Training and Quality Analyst

Pearson VUE

full-time

Posted on:

Location Type: Hybrid

Location: Mandaluyong City • 🇵🇭 Philippines

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Job Level

Mid-LevelSenior

About the role

  • Manage and support development, delivery, and continuous improvement of training programs and onboarding materials across multiple lines of business.
  • Ensure learning materials are current and knowledge resources are well-maintained.
  • Oversee Customer Satisfaction (CSAT) management including review, analysis, and reporting of CSAT data.
  • Conduct quality audits and provide feedback to support agent development.
  • Analyze and report on CSAT, QA, and training data to identify trends and areas for improvement.
  • Collaborate with team leaders and managers to address performance gaps.
  • Prepare and present reports on training outcomes, quality metrics, and CSAT insights.
  • Support continuous improvement initiatives across the team.
  • Oversee updating of knowledge base and learning resources.

Requirements

  • Experience in training delivery, quality assurance, or customer service support.
  • Strong communication and facilitation skills.
  • Proficiency in MS Word, Excel, and presentation tools.
  • Analytical mindset with the ability to interpret data and generate insights.
  • Detail-oriented with strong organizational skills.
  • Ability to work independently and collaboratively in a team environment.
  • Adaptability to changing business needs and priorities.
  • Ability to work 8:00am – 5:00pm UK time (schedule may vary).
  • Office-based in Pearson Manila with hybrid option after successful completion of training and probation.
Benefits
  • Day 1 Health Care Coverage with up to 2 dependents
  • Competitive Retirement Plan – Pearson doubles your contribution
  • Volunteering Days and Employee Wellbeing Assistance
  • Annual Pay Increase and Performance Bonus
  • Office-based with an option to move to hybrid working (2 days per week) upon successful completion of training and probation

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
training deliveryquality assurancecustomer service supportdata analysisreportingtrend identificationperformance gap analysis
Soft skills
communication skillsfacilitation skillsanalytical mindsetdetail-orientedorganizational skillsindependent workcollaborative workadaptability