Test Center Manager

Pearson; Greater London; On-site; GBP 80,000 - GBP 100,000; Part time

Job summary

A global testing service provider is seeking a Test Center Manager based in Montreal. This part-time role involves supervising test sessions and managing a team. Ideal candidates should have customer service and supervisory experience, along with strong communication skills. Flexible working hours are required, including availability on weekends. Join a company dedicated to helping people realize their potential through learning and assessment.

Qualifications

• Minimum of one year customer service experience preferred.
• One year supervision experience in customer service preferred.
• Intermediate experience in Microsoft Office Suite, Windows applications, Internet, and e‑mail.

Responsibilities

• Supervise candidates during the testing session.
• Provide job coaching and oversee performance appraisals.
• Communicate with internal technical support to investigate issues.

Skills

Customer service skills

Communication skills

Flexibility

Teamwork

Microsoft Office Suite

Education

High school diploma or equivalent

Bachelor's degree or equivalent business experience

Job description

Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world.

Pearson VUE provides a full suite of services from test development to data management and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.

Pearson VUE offers a great environment to start or grow your career, we are now hiring for aTest Center Manager to join our team based in Montreal, QC.

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

Responsibilities

Expand your career at Pearson VUE in our entry level Test Center Manager position for our Montreal QC location. You will utilize your communication and customer skills with external customers while also working to select new Test Administrators, provide job coaching, and oversee fair performance appraisals to current employees.

Roles and Responsibilities

• To validate candidate’s records uploaded under “check-in” process
• To give directions to the candidates at the time of greeting like adjusting their workspace or asking candidates to take the photographs again
• To supervise candidates during the testing session using video streaming and a remote administration console.
• To monitor for any suspicious or noteworthy activity, and communicate with candidates if needed.
• To make sure that the candidates are following all testing policies and are not risking exam security.
• Responsible for assisting candidates with technical issues and reporting candidate incidents to the Program Coordinator team via Case.
• To revoke or terminate the exam in case candidates are not following all test security policies as stipulated by client.
• Implementing feedback given during monitoring sessions by PICs / Team Leads.
• Appropriate documentation on client CRM.
• Ensuring data security - proprietary data of customers.
• Meeting SLAs & maintaining Quality Standards.

Schedule Requirements

• Our ideal candidate demonstrates flexibility and teamwork.
• Ability to work 25-35 hours per week with an expectation to work more hours as needed. Employees must be available to work various shifts between the hours of 7 am to 9 pm, various shifts as scheduled, any day Monday through Saturday.
• Ability to work approximately 2-3 Saturdays per month. Sunday shifts would be infrequent, but a possibility if the need arises.
• Available to address operational problems when not at test center.
• Willing to travel across Canada to support the Temporary Test Events 3 times a year.

Starting pay is $23.38 per hour for bilingual candidate.

Test Administrator Responsibilities (60%)

• Arrive on time for all scheduled shifts.
• Perform on-time site opening and closing procedures.
• Understand all testing procedures.
• Check in examinees, verify identification, and explain the exam process.
• Monitor examinees while testing.
• Maintain a secure testing environment.
• Communicate with internal technical support to investigate and fix technical issues.
• Strictly adhere to company policies using careful judgment.
• Maintain a professional and clean testing center with light housekeeping duties.
• Other duties as assigned.

Test Center Manager Responsibilities (40%)

• The Test Center Manager is the onsite manager of a small team of Test Administrator employees.
• Site staffing, hiring, retention, conflict resolution, and scheduling.
• Train, develop, and coach staff.
• First contact for facility issues.
• Ability to multi-task.
• Minimum of one year customer service experience preferred.
• One year supervision experience in customer service preferred.
• High school diploma or equivalent is required.
• Bachelor's degree or equivalent business experience preferred.
• Team leading and training skills, and exposure to a testing environment are strongly preferred.
• Strong communication and customer service skills are a must, delivered with focused attentiveness and moderate interaction.
• Must be flexible in work hours and days.
• Ability to complete all tasks in a timely and efficient manner and handle a reasonable amount of stress.
• Intermediate experience in Microsoft Office Suite, Windows applications, Internet, and e‑mail.
• Ability to operate a computer and telephone.
• Must be able to work in a quiet, focused environment and hear words spoken in soft voices.
• Ability to lift up to 20 lbs on occasion.
• Must have the ability to stand for extended periods while escorting candidates back and forth, up to 50‑100 times per scheduled shift, to and from the testing room.
• Must have the ability to sit for long periods of time.
• Must be able to bend, stoop, and lift from a stooped position.
• Must be able to see small details at a distance.
• Ability to see names clearly on ID cards and the computer screen.

Qualifications

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 [e-mail].

Job: Test Center Operations

Job Family: LEARNING_&_CONTENT_DELIVERY

Organization: Assessment & Qualifications

Schedule: PART_TIME

Workplace Type: On-site

Req ID: 22526