Help Desk Analyst
DATAMAXIS, Inc
Training and Quality Analyst
Pearson VUE
full-time
Posted on:
Location Type: Hybrid
Location: Mandaluyong City • 🇵🇭 Philippines
Visit company websiteJob 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
ATS 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
