Advanced Associate, Test Center Support at Pearson PlcWestminster

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

03 Aug, 26

Salary

0.0

Posted On

05 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Case Management, Quality Assurance, Operations Management, Microsoft Excel, Microsoft Office, Stakeholder Communication, Compliance Monitoring, Training Coordination, Time Management, Multi-tasking, Data Management, Audit, Corrective Action Planning, Relationship Building, English Proficiency

Industry

Education

Description

Job Title – Advanced Associate, Test Center Support Note: This is a complete non -technical role. Technical candidates please DO NOT apply. Pearson VUE ( www.pearsonvue.com [https://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 #LI-JJ1

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Responsibilities

The role provides non-technical customer service and operational support to Pearson VUE test centers to ensure quality, security, and compliance. Key tasks include managing case inquiries, performing audits, and implementing corrective action plans for underperforming centers.