Associate Channel Quality Analyst

Job Description  

Job Title: Associate Channel Quality Analyst (Customer Service Agent)
Location: Noida, India 

Job Type: Full Time, Permanent  

Shift Timing: Night Shift (7:15 PM IST - 3:45 AM IST, Corresponding to US Business Hours)

Work Schedule:  Hybrid   

This position requires to be within commuting distance to the Pearson VUE Noida office, however the role offers the flexibility to work primarily from home, Monday through Friday, on a shift start time in the late evening ending in the overnight hours schedule to accommodate the Americas region business hours.  

The Customer Service Agent, Channel Quality is responsible for providing customer service support to Pearson VUE’s test centres in the Americas region through account maintenance, quality management, developing and maintaining effective relationships in order to influence a positive exam delivery, quality, security, and customer satisfaction, and compliance monitoring and training.  

Working closely with various teams like the Program Coordinators, Channel Care, Channel Sales, and Test Centre Personnel. The Channel Quality Specialist works assigned channel quality tasks to ensure satisfactory internal and external customer service.   

Duties include - 

Case Management   

• Log in to the phone system to receive calls during scheduled department hours.   
• Respond to incoming inquiries from test centres 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 centre or candidate issue brought to the department’s attention (including those not assigned directly to you)   
• Follow up on assigned cases through 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 centres.   
• Promptly escalate security incidents and other critical issues   

Audit   

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

Corrective Action   

• Work with test centres 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 centre policies and procedures and exam sponsor requirements for test delivery.   
• Meet departmental key performance indicators (KPIs)  

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 night shift (7:15 PM IST - 3:45 AM IST, Corresponding to US Business Hours)
• 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 

• Collaborative Working 
• Commercial Awareness 
• Commitment to Improving Quality 
• Customer Focus 
• Performance Maximization 
• Effective Communication. 

Experience Level

Mid Level