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Pearson OnVUE Operations Associate in Des Moines, Iowa

OnVUE Operations Associate - ( 2112006 )

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it’s one child in our own backyard or an education community across the globe.

We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

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

POSITION SUMMARY

The OnVUE Operations Associate is responsible for working directly with the PVTCs and TAs to continuously improve the quality of the services delivered to OnVUE. This includes providing quality feedback, assigning corrective action, and working to proactively train and coach program participants. This role will also work closely with internal teams and the OnVUE Channel Manager to define procedures and processes and drive the success of the program.

PRIMARY RESPONSIBILITIES

45% OnVUE Quality Review and Feedback

  • Receive and review all feedback pertaining to quality

    • Weekly Quality Checks
    • Secret Shop Reports
    • Urgent Secret Shop/Client Complaint Escalations
  • Communicate feedback to TAs and PVTC contacts

  • Consolidate feedback trends, distribute, and review with PVTCs with higher numbers of TA’s in the program.

  • Respond to and facilitate needs of test centers and TA’s in the program

  • Provide assistance and maintenance to resolve any requests pertaining to the OnVUE PVTC TA program.

  • Liaison between the business and the PVTC TA’s as needed to help ensure compliance with Pearson VUE requirements.

40% PVTC OnVUE TA Coaching

  • Proactive outreach to provide coaching to OnVUE TAs

  • Facilitate remediation workshops as needed on specific subjects as needed

  • Administers corrective actions

  • Work closely with multiple operations teams to raise PVTC OnVUE TA quality scores

  • Administer recertification/refresher assessments as needed

  • Document processes as defined

  • Recommend process changes

  • Proactive approach to ensure we are meeting our obligation to PVTC OnVUE TA’s, sponsors, and internal stakeholders.

10% Tracking

  • Maintain reporting of all quality feedback

  • Administer additional corrective action based on repeated issues

  • Escalates repeat issues to PVTC contacts

5% Other duties as assigned

The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $50,000 . This position is not bonus eligible .

Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/ 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.

Qualifications

Required Experience

  • Exceptional written and verbal communication skills

  • Extensive (3-5 years) customer support experience

  • Competence in MS Office including proficiency in Word and Excel

  • Ability to learn 3 rd party software applications and use BI reporting

Preferred Experience

  • Knowledge of Pearson VUE applications

  • Experience in analysis, documentation, and reporting

  • Experience in Channel Sales/Channel Test Centers

Knowledge, Skills, and Abilities

  • Ability to work independently with minimal supervision at times

  • High level attention to detail

  • Ability to maintain a high standard of accuracy

  • Influential and persuasive communication skills

  • Effective time management and priority setting skills

  • Excellent planning and multi-tasking skills

  • Strong creativity and problem solving skills

  • Strong commitment to task and priorities

  • Capable team player and participant

  • Excellent written and verbal skills

  • Competence in MS Office including proficiency in Word and Excel

Primary Location : US-RE-Remote

Work Locations :

US-Remote

Remote

Job : Sales

Organization : Assessments VUE

Employee Status : Regular Employee

Job Type : Standard

Job Level : Individual Contributor

Shift : Day Job

Job Posting : Sep 15, 2021

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2112006

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