Associate Channel Quality Analyst

As the global leader in electronic testing, Pearson VUE (www.pearsonvue.com) validates the skills and knowledge of millions of individuals every year. Our customers’ high-stakes certification, licensure, admissions and other credentialing exams help people advance in technology, government and professional careers, as well as attain educational growth. Pearson VUE offers proctored exams through the world's largest network of test centers in addition to testing in online and unprotected environments.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO). For more information, visit www.pearson.com.

The Channel Quality Specialist is responsible to provide customer service support for Pearson VUE’s test centers in the Americas region through account maintenance, quality management, compliance monitoring and training. The Channel Quality Specialist is responsible for developing and maintaining effective relationships with field and test center personnel to positively influence exam delivery quality, security and customer satisfaction.

Primary Responsibilities:

Working closely with the Channel Quality Team, Program Management Team, Field and Test Center Personnel, and vendors, the Channel Quality Specialist works in assigned channel quality tasks to ensure satisfactory internal and external customer service.

Incident Management

• Log in to the phone system to receive calls during scheduled department hours
• Respond to incoming inquiries from test centers and regional managers via phone, electronic incident and e-mail in a timely, professional and efficient manner
• Monitor unassigned voicemails, incidents and e-mails coming into the shared mailboxes and respond or re-assign accordingly
• Ensure an incident is created, correctly assigned, prioritized and updated for every test center or candidate issue brought to the department’s attention (including those not assigned directly to you)
• Follow up on assigned incidents through to resolution, ensuring complete and accurate documentation of issues, escalations, decisions and outcomes
• Exercise judgment in prioritizing and reclassifying incidents and tasks, to ensure more important issues are addressed ahead of less time-sensitive incidents/tasks
• Document and follow up on complaints registered against test centers
• Promptly escalate security incidents and other critical issues

Audit

• Proactively monitor test center compliance with policy, procedure and performance requirements
• Audit test center log sheets and other records to ensure operational compliance
• Review test center report cards, site visit reports and integrity shopper reports to identify areas requiring improvement, re-training or corrective action

Corrective Action

• Work with test centers that are performing below standards to implement corrective action plans
• Participate in test administrator training initiatives
• Handle the suspension and closure of PVTCs as directed

Operations

• Maintain a comprehensive understanding of test center policies and procedures and exam sponsor requirements for test delivery
• Meet departmental key performance indicators (KPIs)
• Maintain test administrator user accounts for the ExamiNet web site
• Provide input to the channel newsletters
• Perform other duties as assigned

Qualifications:

Education and Experience:

• Associate Degree or equivalent work experience
• 2 years experience in customer service and support
• Experience in Microsoft Windows, Office Suites (Excel, Word) and internet browsers
• Experience with Pearson VUE test registration, site management and reporting software preferred
• Experience with Google email/Google Cloud (or other cloud-based platform) preferred.

Skills, Knowledge and Abilities:

• Excellent communication skills both directly and remotely
• Customer focus required
• Relationship management skills
• Detail oriented
• Team-player a must
• Effective multi-tasking skills through priority setting
• Dependability
• Strong sense of commitment
• Sense of quality control and improvement
• Knowledge and understanding of organization

Salary range $19.00 to $22.00 an hour

Please attach resume and cover letter when submitting application.

Equal Employment Opportunity

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

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.

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

Job: TESTING CENTER

Organization: Assessment & Qualifications

Schedule: FULL\_TIME

Req ID: 3222