Pearson Associate Channel Quality Analyst - Bilingual Spanish/Portuguese in Bloomington, Minnesota

Associate Channel Quality Analyst - Bilingual Spanish/Portuguese

Description

Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.

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).

The Channel Quality Specialist is responsible to provide quality assurance 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:

  • Fluent in both Portuguese and Spanish

  • 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

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.

Primary Location: US-MN-Bloomington

Work Locations: US-MN-Bloomington-5715 Old Shakopee 5715 Old Shakopee Road Suite 100 Bloomington 55437

Job: Testing Center

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Dec 3, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1815632

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.