Social Media Monitor

6 days ago

Manila, National Capital Region, Philippines Pearson Full time

This is a 3-month fixed-term role as part of a special project . Employment beyond this period is not guaranteed and will be subject to business needs and project requirements.

Position Summary

The Social Media Monitor (FTC) is an entry-level role responsible for monitoring, reporting and actioning social media concerns identified in relation to Pearson's GQ and VTQ qualifications during the summer series of examinations.

Each summer series a large volume of social media concerns arise. These typically relate to the sale of fake question papers and past papers. The UK Investigations team needs to move quickly to ensure that all social media concerns are promptly addressed so that any valid concerns can be escalated and invalid concerns are reported appropriately. This will involve proactive discovery and monitoring of social media channels and groups, outside of core UK working hours, and communication with internal and external stakeholders.

Key Role-Specific Deliverables

  1. Proactively identify social media channels, groups and posts of concern, in both English and Mandarin.
  2. Action social media concerns in a timely manner, ensuring required actions are taken and are appropriately recorded.
  3. Communicate with internal and external stakeholders regarding social media concerns.
  4. Support with case logging and administrative functions linked to investigations.
  5. Support the Investigations Manager (Breaches of Security) and Head of Investigations with a range of tasks and objectives as required to uphold question paper security.
  6. Assist the Senior Investigators and Head of Investigations in the resolution of social media concerns and reporting of data.
  7. Assist other teams in the Business Improvement and Regulation (BIR) division as necessary.

Key People Services Deliverables

  • Keep the customer at the heart of all we do.
  • Improve process and service efficiency and effectiveness.
  • Maintain highest level of quality and standards.
  • Proactively contribute to a high-performing services team.
  • Drive and improve personal performance.

Key Customers & Stakeholders

  • Senior Investigators and other Investigators in the Investigations Team.
  • Investigations Manager (Breaches of Security) (line manager).
  • Head of Investigations.
  • Director of BIR.
  • Other teams and staff within BIR, Vocational Quality Assurance (VQA), Assessment and Centre Management teams.
  • Heads of Centre and centre staff.
  • Regulators (Ofqual, SQA and Qualifications Wales) and other external stakeholders.

Working Pattern

  • 37.5 hour core working week.
  • Non-UK working hours.
  • During peak times of activity, there are restrictions on leave, especially May to August each year.
  • Some weekend work may be required.

Key Challenges

  • Working to tight, and immoveable, deadlines.
  • Working within a regulated framework.
  • Attention to detail and careful analysis despite busy workload.
  • Attention to detail even with repetitive tasks.
  • Flexibility of working patterns during peak periods.
  • Reacting positively to change.
  • Adapting to the challenges created by the introduction of new qualifications or working methods.
  • Adapting to different IT systems.
  • Supporting various stakeholders from different teams.
  • Influencing and working closely with the Investigations Team and internal stakeholders.
  • Simultaneously managing multiple high priority tasks.

Previous Work Experience

Desirable:

  • Working in an investigative role.
  • Working in the education sector.
  • Working in a regulated environment.
  • Previous experience of writing reports.
  • Experience of researching and reviewing data and information to draw conclusions.

Essential:

  • Attention to detail.
  • Organizing own workload to manage multiple high priority tasks.
  • Working to tight deadlines.
  • Experience of liaising verbally and in writing with a range of external customers and stakeholders regarding complex or sensitive issues.

Systems, Tools & IT Literacy

Desirable:

  • Familiarity with more complex functions of MS Excel/Google sheets to manipulate data.

Essential:

  • Proficient in the use of the Microsoft Office suite.
  • Able to quickly learn company software packages.
  • Familiarity with, or the ability to quickly adapt to the use of common social media apps/platforms, e.g., Telegram, Whatsapp, X (formerly Twitter), Facebook etc.

Education, Qualifications & Training

Desirable:

  • Bachelor degree.
  • Native/HSK level 6 and above Mandarin language skills (Manila).

Business Unit Information:

The Investigation team sits within the Business Improvement & Regulation (BIR) division and is charged with investigating and resolving all reported and suspected cases of candidate, teacher and centre malpractice, maladministration, breaches of security and non-compliance relating to Pearson qualifications worldwide.

Place of Work

Pearson Manila Office.

Your Rewards & Benefits

  • Competitive salary and allowances.
  • 30 paid time off days (convert up to 10 unused to cash).
  • HMO for employee + 2 dependents.
  • Group life insurance and retirement benefit.
  • Annual Incentive Plan (AIP) and Annual Salary Review (ASR).
  • Flexible remote work setup.

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 Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are 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 TalentExperienceGlobalTeam@grp.pearson.com.

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.

Job: COMMUNICATION

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type:

Req ID: 19025

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