Job Title – Advanced Associate, Test Center Support
Note: This is a complete non - technical role. Technical candidates please DO NOT apply. This is for a 12-month contract-based position only. (Maternity Cover)
Pearson VUE ( www.pearsonvue.com ) is the global leader in delivering high stake exams to professionals and industries through their worldwide network of test centers and partnerships. Pearson VUE empowers millions of people to get their certifications and licenses in almost every industry to make progress in their lives and advance their careers. It also helps prepare testing candidates with courseware, scenario-based labs, practice tests, and more.
Pearson VUE provides an excellent setting for launching or advancing your career, and we're currently seeking an Advanced Associate, Test Center Support to become a part of our Melbourne team. Advanced associate plays a pivotal role in delivering non-technical customer service support to Pearson’s test centers. This includes proactively engaging with test centers, monitoring quality and security, building strong relationships, and ensuring a positive exam experience for clients’ candidates, while fostering customer satisfaction and maintaining adherence to compliance standards.
Working closely with various teams such as Program Coordinators, Channel Sales, Events, and Test Centre Personnel, the Advanced Associate manages channel care and quality tasks to deliver exceptional internal and external customer service.
This position may require working in shifts to support Pearson’s global business. As a result, shift start and finish times may vary across the working day and night. The primary regions supported are Southeast Asia, Australia, and New Zealand.
Key responsibilities:
Operations:
Perform regular (bi-weekly) outbound calls to the Select Pearson VUE Test Centers and regular Pearson VUE Test Centers (PVTC) to develop relationships, provide support and training as needed.
Create a case for these calls that summarizes the discussion and any actions; complete follow up for these actions.
Maintain a comprehensive understanding of test center policies and procedures and exam sponsor requirements for test delivery.
Work in accordance with the departmental key performance indicators (KPIs).
Work with other departments on new site applications, review and provide guidance on applications and feedback as needed.
Supporting Test Centers with onboarding, relocation, and expansion to ensure all requirements are met.
Engage with test centers on any quality issues that may be reported, create case reports and retraining actions as determined based on the issues reported.
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 coming into the shared mailboxes and respond or re-assign accordingly.
Ensure a case is created, correctly assigned, prioritized, and updated for every test center or candidate issue brought to the department’s attention (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 ensure more important issues are addressed ahead of less time-sensitive cases/tasks.
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 that perform 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 & Qualifications
Degree-level education or equivalent qualifications.
Minimum of 2 years of experience in Operations, Training or Quality Assurance.
Excellent command of written and spoken English.
Proven experience in coordinating a broad range of responsibilities and projects to successfully meet deadlines.
Strong prioritization abilities with experience managing multiple projects in an organised manner.
Confident in adhering to detailed procedures and ensuring a high standard of accuracy in documentation and data management.
Demonstrates accountability, self-motivation, and the ability to excel in a dynamic and fast-paced environment.
Enthusiastic and proactive team player who works independently while recognising when to seek assistance or escalate issues as necessary.
Maintains a positive, solution-oriented attitude and consistently communicates constructively with both internal and external stakeholders.
Committed to exceeding customer expectations.
Adept at adapting to new business practices and embracing change positively.
Fully proficient in Microsoft Office suite and related applications.
Demonstrated intermediate to advanced proficiency in Microsoft Excel.
Desirable Experience & Qualifications
Experience coordinating logistics associated with exam delivery
International work experience and cultural awareness
Customer support experience
Knowledge of Pearson VUE applications
Experience in analysis, documentation, and reporting
Required Competencies
Collaborative Working
Customer Focus
Effective Communication skills both written and oral
Effective Time Management
Multi-Tasking Skills
Capable Team Player
Commercial Awareness
Commitment to Improving Quality
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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 [email protected].
Job: Test Center Operations
Job Family: LEARNING_&_CONTENT_DELIVERY
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Workplace Type: Hybrid
Req ID: 23924
