Test Center Support Professional

Test Center Support Professional

Duties Include

Operations

• Perform regular (bi-weekly) outbound calls to both Select Pearson VUE Test Centers and regular Pearson VUE Test Centers (PVTC) to build relationships, offer support and training, and request capacity or expansion.
• Create and manage cases for these calls, summarizing discussions, actions, and follow-ups.
• Maintain a comprehensive understanding of test center policies and procedures and exam sponsor requirements for test delivery.
• Work in accordance with departmental Key Performance Indicators (KPIs).
• Collaborate with other departments on new site applications, reviewing, guiding, and providing feedback as needed.
• Engage with test centers on any reported quality issues, creating case reports and determining retraining actions based on the issues.

Case Management

• Manage incoming calls during scheduled department hours.
• Respond to incoming inquiries from test centers and regional managers via phone, cases, and e-mail in a timely, professional, and efficient manner.
• Monitor unassigned voicemails, cases, and e-mails in shared mailboxes, responding or re-assigning accordingly.
• Ensure a case is created, correctly assigned, prioritized, and updated for every test center or candidate issue (including those not assigned directly to you).
• Follow up on assigned cases to resolution, ensuring complete and accurate documentation of issues, escalations, decisions, and outcomes.
• Exercise judgment in prioritizing and reclassifying cases and tasks to address important issues promptly.
• Document and follow up on complaints registered against test centers.
• Promptly escalate security incidents and other critical issues.

Audit

• Proactively monitor test center compliance with policy, procedure, and performance requirements.
• Audit test center log sheets and other records to ensure operational compliance.
• Review test center report cards, integrity shopper reports, and other reports to identify areas requiring improvement, re-training, or corrective action.

Corrective Action

• Work with test centers performing below standards to implement corrective action plans.
• Participate in test administrator training initiatives.
• Handle the suspension and closure of PVTCs and PVTC Selects as directed.

Essential Experience and Qualifications

• Vocational experience in a similar environment.
• 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.
• Prioritization skills and experience managing 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 interact effectively with people at varying levels, both internally and externally.

• Excellent English communication skills, both written and oral.

• Ability to work effectively in a team structure.
• Sound working knowledge of the

  Microsoft Office Suite and associated packages, including Word, Excel, PowerPoint, Outlook, Access, and Internet packages.

Required Competencies

• Excellent English skills, both written and oral.
• Collaborative Working.
• Commitment to Improving quality of service.
• Customer Focus.
• Effective Communication.