À propos
Examine test irregularities by assessing documentation, test-day reports, video footage, and conducting interviews with relevant staff. Perform photo, voice, and handwriting comparisons to identify potential score disputes. Collect, verify, and synthesize essential information to make informed decisions. Document investigative processes and results in internal case management systems.
Data & Tools
Utilize business intelligence tools (e.g., Power BI, Tableau) to analyze cases, recognize patterns, and evaluate performance trends. Collaborate with technology teams by participating in UAT testing, regression testing, and maintaining relevant documentation in JIRA or Confluence.
Communication & Collaboration
Maintain clear communication with test takers, parents, attorneys, institutions, test center staff, and proctors while upholding confidentiality and exercising sound judgment with sensitive information. Act as the primary liaison between ETS and test takers or representatives on matters pertaining to irregularities, policies, and resolution processes. Cooperate with remote proctoring vendors to resolve cases and enhance processes. Engage closely with legal counsel, Appeals, Program Directors, Customer Care, and Assessment Development to assess new information and determine subsequent actions.
Additional Responsibilities Conduct audits of test centers or oversee retesting as necessary to ensure adherence to testing policies. Assist with special projects, new initiatives, and the development of reports, job aids, or process improvements. Comply with all policies and procedures set forth by programs, GCO, and OTI leadership. Uphold the highest ethical standards and comply with all applicable laws and regulations. KNOWLEDGE/SKILLS: Outstanding verbal and written communication skills. Ability to manage high workloads and effectively solve problems across multiple tasks/projects. Strong analytical skills to quickly interpret and act on data. Proficient conflict resolution abilities suited for a fast-paced environment. Expertise in MS Office Suite - Word, Excel, Outlook, Teams, PowerPoint, SharePoint. Flexibility and adaptability to change. Capacity to work independently and collaboratively in a dynamic setting. EDUCATION AND EXPERIENCE: Bachelor's degree or a combination of education and relevant experience required. 2+ years of pertinent work experience. Extensive experience in customer service is essential. Develop a working understanding of the roles and responsibilities of internal stakeholders. Possess an investigative mindset that seeks in-depth answers through research and interviews. Join our mission at ETS We are committed to hiring innovative thinkers who share our belief in the transformative power of education and lifelong learning. We encourage growth, innovation, and continuous transformation for the next generation of leaders. ETS offers various Business Resource Groups (BRG) to support your career advancement. As a not-for-profit organization, we encourage employees to give back to the community, offering the opportunity to earn up to an additional 8 hours of PTO for volunteering on causes that matter to you. The advertised salary range reflects the anticipated compensation for this position. Actual pay will depend on internal equity and will vary according to the candidate's geographic location, experience, and skills. Base pay is one component of the Total Rewards Package available to the selected candidate. ETS is an Equal Opportunity Employer. We are dedicated to providing equal employment opportunities to all individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We strive to create a work environment where everyone is treated with respect and dignity.
Compétences linguistiques
- English
Avis aux utilisateurs
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