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Specialist - Exam Operations

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Examinations
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Summary of Role
To provide administrative support to the examinations team and to manage the day to day delivery of exams. To assist stakeholders in the delivery of examinations via Pearson VUE.
 
Accountabilities & Responsibilities
  • Examination co-ordination
  • Support the efficient end to end operation of designated examinations:
  • Co-ordination of internal assessors and/or markers and adherence to deadlines
  • Processing  and checking assessment materials submitted by candidates
  • Managing the workflow and allocating submissions to assessors
  • Managing assessor conflict of interests
  • Ensure and maintain records of  marker and internal assessor CPD and any other regulatory requirements
  • Work with the relevant assessment manager to ensure accurate and timely despatch of results
  • Provide world class customer support within agreed SLAs:
    • Being the first line person in the examinations team for resolving issues relating to examinations and assessment and escalating issues to appropriate assessment managers when the need arises 
    • Logging and resolution of customer service requests, queries and complaints
    • Supporting customer facing staff engaged in exam delivery
    • Producing exam delivery performance reports
    • Supporting tuition providers acting as a Pearson VUE Test Centre (PVTC) where issues arise
    • Supporting and deploying changes to exam delivery
    • Appropriate escalation of issues when required
  • Exam security management;
    • Implementation of agreed processes when a security breach is suspected or detected
    • Undertake activities to monitor examination security under the direction of the Exam Operations Manager
  • Accommodations management
    • Making arrangements with Pearson VUE in non-standard situations, with regard to special needs students, for example those with disabilities/requests for additional time
    • Processing accommodation requests by students
    • Monitoring and responding to post-examination correspondence in relation to indisposal during the examination period
  • Centre capacity planning
    • Monitor exam entry for potential exam venue shortages
    • Work with Exam operations manager and regional staff to document capacity planning requirements
  • Test CIMA CRM upgrades and business changes
  • Undertake administrative tasks to support the examinations and assessment team and projects as required.
  • Any other reasonable duties as may be required or requested
Supervisory Responsibilities
  • None
Knowledge, Skills & Abilities Required
 
  • Be highly computer literate, with excellent word processing skills;
  • Have a strong eye for detail in all tasks undertaken;
  • Have excellent communication skills, both written and oral;
  • Be a team player, and can work on their own initiative;
  • Good verbal, numeracy and written communication skills;
  • Good time management skills;
  • Good organisation skills;
  • Excellent telephone manner and ability to communicate clearly;
  • Ability to deal with a range of difficult queries in a sensitive customer-focused manner;
  • Problem solving skills;
  • Approachable, open and supportive to colleagues across the business.
 
Required Experience, Qualifications & Education
  • 2-4 years’ experience working in an administrative role or one that required a high level of accuracy and attention to detail
  • Experience in a similar office environment, preferably in Education, ideally an awarding body
  • Logistics background desirable or some experience of coordination essential
  • Administrative experience
  • Educated to at least GCSE/A level or equivalent.
 
Preferred Experience, Qualifications & Education
  • Customer service experience
  • Experience of an examination process is desirable
  • Ability to use a CRM/database
  • Ideally educated to degree level or equivalent

Equal Employment Opportunity

The Association of International Certified Professional Accountants is committed to creating a diverse environment and is proud to be an equal opportunity and affirmative action employer. All employment decisions are based on business needs without regard to race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected status. All qualified candidates are encouraged to apply.

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