Test Center Support Professional - Noida - confidential

    confidential
    confidential Noida

    2 days ago

    Full time
    Description

    Pearson VUE is looking for a Test Center Support Professional to join our Channel Care team. As a Channel Care Associate, you will provide essential non-technical customer service support to Pearson VUE test centers. Your primary focus will be on proactive engagement, quality management, and developing strong relationships to ensure a positive exam delivery experience for our clients' candidates. You'll monitor quality, security, customer satisfaction, compliance, and training, working closely with Program Coordinators, Channel Sales, and Test Center Personnel. This role requires you to be based within commuting distance of our Noida office, with shift work to support global business across SE Asia, UK, and USA time zones.

    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.
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