Channel Quality Specialist

**About Pearson VUE**

Pearson VUE is a business within Pearson PLC and is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management and delivers exams through the world’s most comprehensive and secure network of test centres in more than 175 countries.

**About the position**

The Channel Quality Specialist works closely with the Channel Sales and Channel Care Team, Program Management Team, Field and Test Centre colleagues to ensure satisfactory internal and external customer service.

The appointed individual will be responsible for ensuring test centres adhere to at least the minimum agreed standards of quality and security as prescribed by Pearson VUE and its clients.

**Key Responsibilities**
- Ensure that quality standards are maintained and that quality objectives are being met or exceeded by the EMEA channel; where individual test centres do not meet objectives, identify the causes and implement appropriate corrective action.
- Be an ‘expert and spokesperson’ to all internal parties, to raise internal awareness and mindshare of the quality and security message.
- Assist the Global Security Analyst team with security investigations.
- Proactively own the effective resolution of all quality issues.
- Develop, maintain and communicate efficient quality and security processes to relevant parties.
- Highlight any additional opportunities and possible quality, security trouble areas to the Channel Quality Manager.
- All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff who may be affect by your acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility.

**Key Activities**
- Run quality reports to monitor the testing centres and implement corrective actions if necessary.
- Act as an escalation point for quality and security related problems and successes, and escalate again where appropriate.
- Provide input for the Channel newsletter.
- Call testing centres to discuss the secret shopper reports, train them, and implement any corrective measures if required.
- Proactively provide ideas on new solutions to further improve the testing centre quality and security levels achieved.
- At all times, throughout all tasks, request support, guidance and assistance as required from colleagues and manager.
- Effective and timely completion of objectives, reviews, reporting and accurate administration as required by manager.

**Essential Experience and Qualifications**
- 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.
- Prioritisation 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 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.

**Desirable Experience and Qualifications**

**Required Competencies**
- Collaborative Working
- Commercial Awareness
- Commitment to Improving Quality
- Customer Focus
- Performance Maximisation
- Effective Communication

**Working Arrangements**

Hybrid - mainly working from home. This position must be based within commutable distance to the Greater Manchester area. The individual can work primarily from home, Monday - Friday, on a regular day-shift schedule.

**What to expect from Pearson**

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Con