Advanced Specialist, Customer Service Enablement

**Title:** Advanced Specialist, Customer Service Enablement **Location:** Noida, Bangalore (Hybrid) **Role Purpose** The **ELL Operations Coordinator – Test Centre Quality & Operations** supports the delivery of a **high quality, consistent, and compliant test centre experience** across the global ELL network. This role plays a key coordination and quality assurance function within ELL Operations, supporting operational excellence through **process governance, quality management, reporting, and documentation control** . The coordinator works closely with Operations, Security, Customer Service, Product, and external partners to ensure that operational standards are clearly documented, followed, monitored, and evidenced. **Key Responsibilities** **Test Centre Quality & Operational Support** + Support activities focused on maintaining and improving **test centre quality, consistency, and operational readiness** across the global network. + Coordinate tracking of test centre reviews, actions, and follow-ups, ensuring clear visibility of progress, risks, and dependencies. + Support initiatives related to test centre environment, equipment, and delivery quality in line with approved standards and operating models. + Act as an operational coordination point between ELL Operations, Security, Customer Service, Product, and delivery partners to ensure alignment and timely follow through. **Quality Management, Process & Policy Documentation** + Support the **maintenance and continuous improvement of ELL Operations process and policy documentation** , ensuring materials remain accurate, current, and aligned to approved operating models and contractual requirements. + Coordinate **regular process and policy review cycles** , ensuring documentation reflects: + Test centre quality standards + Approved security and delivery controls + Operational changes and continuous improvement activity. + Assist in documenting, updating, and version controlling: + Standard Operating Procedures (SOPs) + Work instructions + Quality frameworks and control descriptions used across ELL Operations and Customer Service. + Ensure documentation is **clearly structured, audit ready, and appropriately governed** , with defined ownership, approval history, and review dates. + Support alignment between **documented processes and operational practice** , identifying gaps, inconsistencies, or outdated documentation and escalating where required. + Maintain structured document repositories (e.g. SharePoint) to ensure accessibility, traceability, and effective governance of operational documentation. **Operational Governance & Reporting** + Coordinate and support the production of **recurring operational and quality reporting** , including monthly, quarterly, and ad hoc reporting across test centre quality, incidents, and customer experience metrics. + Ensure data used in reporting is complete, accurate, and supported by appropriate source documentation. + Support preparation of materials for governance forums, operational reviews, and leadership updates. **Incident, Audit & Compliance Support** + Support coordination of documentation and evidence required for: + Internal audits + Regulatory or contractual reporting + Compliance reviews and operational assurance activities. + Maintain structured records of incidents, investigations, actions, and decisions to support traceability and audit readiness. + Assist with post incident and quality reviews, ensuring learning points and improvement actions are documented and tracked through to closure. **Stakeholder & Cross Functional Coordination** + Act as a central coordination point for operational actions across teams, ensuring responsibilities are clearly assigned, tracked, and closed. + Support clear, professional, and compliance aware communication with internal stakeholders. + Contribute to a culture of **structured, documented, and repeatable operations** across test delivery and customer support. **Skills & Experience** **Essential** + Experience in **operations coordination, service delivery, quality assurance, or governance support** within a structured or regulated environment. + Strong organisational skills with the ability to manage multiple trackers, reporting cycles, and documentation streams. + High attention to detail, particularly when working with process documentation, policies, and operational data. + Strong written communication skills with a professional, compliance aware tone. + Ability to work effectively across functions and with geographically distributed teams. **Desirable** + Experience supporting **audit, regulatory, or compliance driven operations** . + Familiarity with test delivery, customer service operations, or partner managed networks. + Experience maintaining SOPs, quality frameworks, or controlled documentation repositories. **Key Measures of Success** + Process and policy documentation is accurate, current, and audit ready. + Test centre quality actions are clearly tracked and progressed. + Operational and quality reporting is delivered accurately and on time. + Reduced ad hoc data requests through improved documentation and governance. + Strong stakeholder confidence in operational coordination and quality controls. **Why This Role Matters** This role supports **test integrity, customer trust, and regulatory confidence** by ensuring that operational standards, quality controls, and improvement actions are **embedded, documented, and sustained** through disciplined operational execution. **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: We are Pearson. Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 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 TalentExperienceGlobalTeam@grp.pearson.com. **Job:** Customer Success **Job Family:** GO\_TO\_MARKET **Organization:** English Language Learning **Schedule:** FULL\_TIME **Workplace Type:** Hybrid **Req ID:** 23700 \#LI-REMOTE