The, Channel Care Associate is responsible for providing non-technical customer service support to Pearson VUE’s test centers through proactive test center engagement, quality management, and developing and maintaining effective relationships in order to influence a positive exam delivery experience for our clients' candidates. They will monitor quality, security, and customer satisfaction, and compliance monitoring and training.
Working closely with various teams like the Program Coordinators, Channel Sales, and Test Centre Personnel. The Channel Care Associate manages assigned channel care and quality tasks to ensure high-quality internal and external customer service.
This position requires the individual to be located within commuting distance of the Pearson VUE Noida office, the role will be office based with shift work based with various shift start times that will enable support for PVUE’s global business, this will result in shift start times that start and finish over the course of a working day/night, primary regions supported will be SE Asia, UK and USA time-zones.
Duties include;
Operations
Perform regular (bi-weekly) outbound calls to the Select Pearson VUE Test Centers and regular Pearson VUE Test Centers (PVTC) to develop relationships, provide support and training as needed, or make requests to PVTCs for capacity and expansion.
Create a case for these calls that summarizes the discussion and any actions, complete follow up for these actions.
Maintain a comprehensive understanding of test center policies and procedures and exam sponsor requirements for test delivery.
Work in accordance with the departmental key performance indicators (KPIs).
Work with other departments on new site applications, review and provide guidance on applications and feed back as needed.
Engage with test centers on any quality issues that may be reported, create case report and retraining actions as determined based on the issues reported.
Case Management
Manage incoming calls during scheduled department hours.
Respond to incoming inquiries from test centers and regional managers via phone, cases, and e-mail in a timely, professional, and efficient manner.
Monitor unassigned voicemails, cases and e-mails coming into the shared mailboxes and respond or re-assign accordingly.
Ensure a case 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 cases to resolution, ensuring complete and accurate documentation of issues, escalations, decisions, and outcomes.
Exercise judgment in prioritizing and reclassifying cases and tasks, to ensure more important issues are addressed ahead of less time-sensitive cases/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, integrity shopper reports, and other 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 and PVTC Selects as directed.
Essential Experience and Qualifications
Vocational experience in a similar environment.
Ability to follow detailed procedures and ensure a high level of accuracy in documentation and data.
Ability to take responsibility for actions, a self-starter who can work well in a dynamic and busy environment.
Prioritization skills and experience of dealing with multiple projects in a structured way.
Experience in a customer-facing environment, where ensuring high levels of customer satisfaction is essential.
Ability to establish rapport and deal with people at varying levels, both internally and externally.
Excellent English communication skills, both written and oral.
Ability to work in a team structure.
Sound working knowledge of the Microsoft Office Suite and associated packages including Word, Excel, PowerPoint, Outlook, Access and Internet packages.
Required Competencies
Excellent English skills, both written and oral
Collaborative Working
Commitment to Improving quality of service
Customer Focus
Effective Communication.
