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 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 Deliverables

Depending on the nature of the role, more or less focus will be given to each of these.

 

Training

 

 

o Responsible for onboarding new hires

 

 

o Responsible for the delivery of consistent high-quality training programs embracing all of Pearson’s values

 

 

o Acquire the required certification and re-certification levels

 

 

o Study, prepare, and up to speed him/herself on updates – may it be a system or process to ensure practical coverage for knowledge transfer

 

 

o Review all documentation in preparation for all training classes making sure that it is up to date

 

 

o Coordinate required updates/reference materials needed in training with the respective line managers

 

 

o Responsible for training content research, course outline creation, development of training evaluation measures, training materials creation, simulations, and knowledge assessments

 

 

o Assess training needs, and learning styles, and customizes the training approach to be the most effective based on the participants and training contents

 

 

o Prepare, evaluates, and improve performance based on Training Feedback inclusive but not limited to topic delivery, presentation tools, class activities, and assessment tools

 

 

o Evaluate and recommend training content improvement

 

 

o Analyze performance gaps and provide recommendations to meet target metrics

 

 

o Provide Nesting Support, pre-QA, additional one-on-one refresher crash course, and coaching support during the pre-certification phase

 

 

o Responsible for administering training surveys at the end of New Hire Process Training and Nesting

 

 

o Prepare Training Reports for Training and Operations to record training milestones and progress, as needed (i.e. Daily Training Report)

 

 

Quality Assurance

 

 

o Achieve Operational Excellence by conducting quality audits based on the established QA form

 

 

o Formulate recommendations to prevent further deviation from the standard process and/or promote continuous improvement of processes

 

 

o Preparing and completing reports on trends, patterns, threats, and analysis on quality and customer service standards

 

 

o Provide timely feedback to Team Leads, Managers to correct and prevent further deviation from the standard processes

 

 

o Deliver effective and efficient coaching, regular feedback sessions, triad and/or focus group discussions to drive quality performance improvements

 

 

o Participates in the preparation of weekly, monthly, and annual Quality Performance Reviews (QPR) of each process handled

 

 

Escalation Management

 

 

o Review escalations, conduct RCA, present CAPA, and coaching as required

 

 

o 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

 

 

o Facilitate training and learning sessions for TQA team members

 

 

o Responsible for knowledge transfer and certification of new TQA specialists upon assignment

 

 

o Facilitate aligning to the training approach with the whole TQA team

 

 

o Participate in regular internal quality calibration sessions

 

 

o Maintains a high degree of confidentiality and judgment in dealing with sensitive business and performance information