training and Quality Assurance (tqa) specialist - manilaPearson

Job Category: FinanceJob Description:Role Overview & PurposeThe Training and Quality Assurance (TQA) Specialist will be responsible for conducting Process Training and Quality Audits for cases and calls handled by Credit & Collection Team. As the Specialist in their respective processes they will be responsible for certifying Administrators and Subject Matter Experts. The position will focus on working across the businesses 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 DeliverablesDepending on the nature of the role, more or less focus will be given to each of these.Trainingo Responsible for onboarding new hireso Responsible for the delivery of consistent high-quality training programs embracing all of Pearson's valueso Acquire the required certification and re-certification levelso Study, prepare, and up to speed him/herself on updates - may it be a system or process to ensure practical coverage for knowledge transfero Review all documentation in preparation for all training classes making sure that it is up to dateo Coordinate required updates/reference materials needed in training with the respective line managerso Responsible for training content research, course outline creation, development of training evaluation measures, training materials creation, simulations, and knowledge assessmentso Assess training needs, and learning styles, and customizes the training approach to be the most effective based on the participants and training contentso Prepare, evaluates, and improve performance based on Training Feedback inclusive but not limited to topic delivery, presentation tools, class activities, and assessment toolso Evaluate and recommend training content improvemento Analyze performance gaps and provide recommendations to meet target metricso Provide Nesting Support, pre-QA, additional one-on-one refresher crash course, and coaching support during the pre-certification phaseo Responsible for administering training surveys at the end of New Hire Process Training and Nestingo Prepare Training Reports for Training and Operations to record training milestones and progress, as needed (i.e. Daily Training Report)Quality Assuranceo Achieve Operational Excellence by conducting quality audits based on the established QA formo Formulate recommendations to prevent further deviation from the standard process and/or promote continuous improvement of processeso Preparing and completing reports on trends, patterns, threats, and analysis on quality and customer service standardso Provide timely feedback to Team Leads, Managers to correct and prevent further deviation from the standard processeso Deliver effective and efficient coaching, regular feedback sessions, triad and/or focus group discussions to drive quality performance improvementso Participates in the preparation of weekly, monthly, and annual Quality Performance Reviews (QPR) of each process handledEscalation Managemento Review escalations, conduct RCA, present CAPA, and coaching as requiredo Identify root cause, risks, trends, patterns threats, and operational challenges to be communicated to the TQA team and Operations Managers of supported processesInternal Training and Quality Assurance Teamo Facilitate training and learning sessions for TQA team memberso Responsible for knowledge transfer and certification of new TQA specialists upon assignmento Facilitate aligning to the training approach with the whole TQA teamo Participate in regular internal quality calibration sessionso Maintains a high degree of confidentiality and judgment in dealing with sensitive business and performance informationAbout Us:Who we are:At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more:Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. All employment is decided based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing .To learn more about Pearson's commitment to a diverse and inclusive workforce, navigate to: .Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
Pearson

Philippines
Permanent
Full-time