training and Quality Assurance SpecialistPearson

Role Overview & Purpose
The Training and Quality Assurance (TQA) Specialist will be responsible for conducting Process Training and Quality Audits for cases and calls handled by Credit & Collection Teams. As the Specialists in their respective Processes, they will be responsible for certifying Administrators and Subject Matter Experts. The position will focus on working across the business to ensure that knowledge is aligned and that the Credit & Collection continues to deliver high-quality transactions.
Integrity, high accountability, and quality are expected in their day-to-day work.
Key Deliverables
Depending on the nature of the role, more or less focus will be given to each of these.
Training
Responsible for on-boarding new hires
Responsible for the delivery of consistent high-quality training programs embracing all of Pearson's Values
Acquire the required certification and re-certification levels
Study, prepare, and up to speed him/herself on updates - may it be a system or process to ensure practical coverage for knowledge transfer
Review all documentation in preparation for all training classes making sure that it is up to date
Coordinate required updates/reference materials needed in training with the respective line managers
Responsible for training content research, course outline creation, development of training evaluation measures, training materials creation, simulations, and knowledge assessments
Assess training needs, and learning styles, and customizes the training approach to be the most effective based on the participants and training contents
Prepare, evaluates, and improve performance based on Training Feedback inclusive but not limited to topic delivery, presentation tools, class activities, and assessment tools
Evaluate and recommend training content improvement
Analyze performance gaps and provide recommendations to meet target metrics
Provide Nesting Support, Pre-QA, additional one-on-one refresher crash course, and coaching support during the pre-certification phase
Responsible for administering training surveys at the end of New Hire Process Training and Nesting
Prepare Training Reports for Training and Operations to record training milestones and progress, as needed (i.e. Daily Training Report)
Quality Assurance
Achieve Operational Excellence by conducting Quality Audits based on the established QA Form
Formulate recommendations to prevent further deviation from the standard process and/or promote continuous improvement of processes
Preparing and completing reports on trends, patterns, threats, and analysis on quality and customer-service standards
Provide timely feedback to Team Leads, Managers to correct and prevent further deviation from the standard processes
Deliver effective and efficient coaching, regular feedback sessions, triad and/or focus group discussions to drive quality performance improvements
Participates in the preparation of weekly, monthly, and annual Quality Performance Reviews (QPR) of each process handled
Escalation Management
Manage the Escalation Management Queue
Review escalations, conduct RCA, present CAPA, and coaching as required
Identify root cause, risks, trends, patterns, threats, and operational challenges to be communicated to the TQA Team and Operations Managers of supported Processes
Internal Training and Quality Assurance Team
Facilitate training and learning sessions for TQA Team Members
Responsible for knowledge transfer to and certification of new TQA Specialists upon assignment
Facilitate aligning to the training approach with the whole TQA Team
Participate in regular Internal Quality Calibration Sessions
Maintains a high degree of confidentiality and judgment in dealing with sensitive business and performance information
Candidate Profile Qualifications & Experience
Essential
Education - Bachelor's Degree
Minimum 1 year of relevant working experience or an equivalent SME/process support experience (if External)
B2 or B3 in current role (if Internal)
Demonstrate the ability to effectively assess and resolve complex issues and problems
Ability to work with tight deadlines
Excellent communication (Written and Oral) Skills
Excellent Research Skills
Excellent Presentation Skills
Proficient in MS Office (Excel, PowerPoint, Word)
Attention to detail
Good Organizational Skills and Time Management
Basic Analytical/Reporting Skills
Good to Have
Experience in Quality Assurance
Experience across core HR functions (e.g. Compensation, Benefits, Performance Management, etc.)
Experience in coaching, mentoring, and training team members
Knowledge in HR SSC Systems used by operations
Knowledge of HR metrics and their applicability
Can confidently represent the team within the HR SSC
Personal Style and Behavior
Respect for Our values: Brave, Imaginative, Accountable, and Decent
Highly motivated individual with demonstrated ability to coach, lead, and inspire the team
Organized
Proactive
Resilient enabler of change
Adaptive
Collaborative with peers and colleagues to drive involvement and engagement
Comfortable operating in a changing and ambiguous environment
International and cultural sensitivity and awareness
Inclusive and positive in a broad scope team
Pearson Profile Attributes that we will be assessing:
Courageous
Ethical
Determined
Customer-Focused
Transformational
Inspirational
Relationship Builder
Make it happen
Job: FINANCE
Organization: Corporate Finance
Schedule: FULL_TIME
Req ID: 5633
Pearson

Manila City, Metro Manila
Permanent
Full-time