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 centres 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 a Test Center Manager to join our team based in Melbourne. 

 

Summary: The Test Center Manager is responsible for administrating all aspects of day to day testing operations in assigned test centers of Pearson Professional Centers and provides day-to-day team leadership to ensure the adherence to strict operational policies and procedures of the examination processes and quality and security measures of Pearson Professional Centers. The Test Centre Manager is also responsible to recognize and identify potential improvement areas and acts as “go-to” person at the test center when the Regional Manager is not immediately available. 

 

CORE COMPETENCIES 

Detail Oriented 

Communication Skills 

Problem Solving 

Organizing Skills 

Customer Focus 

Ethics and Value 

 

SCOPE AND IMPACT OF JOB 

Working closely with Test Administrators and the Lead test Administrator in test center, Test Center Manager, takes ownership of all aspects of testing operations to ensure appropriate implementation of operational policies and examination procedures. 

 

REQUIRED KNOWLEDGE AND EXPERIENCE 

Education and Experience:   

Five year customer service experience required 

Exposure in a testing environment strongly preferred 

Experience with Microsoft Office and Windows applications required 

 

Skills, Knowledge and Abilities:  

Customer service skills required 

Strong written and oral communication skills  

Ability to communication both technical and functional 

Ability to work independently 

Effective time management skills 

Ability to handle a reasonable amount of stress 

Strong attention to detail 

Problem solving skills  

Alertness and courage 

Ethics and trust 

Knowledge in operating a computer, fax, and other office equipment 

 

Other (license/certification):  

Annual Pearson Professional Centers certification for Test Administrator required 

Must pass re-certification annually 

 

PRIMARY RESPONSIBILITIES  

Operational Administration 

Assure equipment is operational and test stations are free of extraneous materials 

Review transmissions logs (uploading of current day’s test results & daily downloading of examinations and site schedule) from software that automatically connects to hub system periodically 

Communicate and work with VSS technical support to investigate and fix technical issues 

Test Center cleaning if applicable 

Perform daily site opening and closing 

Help to ensure a clean, professional, quiet testing atmosphere in the center 

 

 

 

Customer Service 

Review test roster and prepares for candidates including those for special accommodation preparation 

Check in candidates and verify identifications 

Explain the test process briefly 

Help candidates to place all personal belongings in a personal locker  

Escort examinee to assigned test station 

Help the examinee begin the tutorial/test 

Answer any questions before the timed portion of the test begins 

Monitor examinees  

Record and report all problems or discrepancies in a timely and efficient manner that arise in connection with an exam, a candidate or the testing center itself 

Print the test results after the candidate completes the test 

 

 

 

Quality Assurance and Continuous Improvement 

Ensure the adherence to the Pearson Professional Center quality and security measures   

Recognize and identify potential areas where existing policies and procedures require change or where new ones need to be developed and shared 

 

Personnel Administration 

Screening Test Administrator job applicants 

Review TA timesheets and forward to Regional Manager on a biweekly basis adhering to payroll deadlines   

Submit draft of site staffing schedule to Regional Manager on a weekly basis 

Verify correct staffing levels and notify Regional Manager of any and all staffing issues 

Assist with training and coaching to new hires 

 

 

 

Management Support 

Serve as the contact point for building management, site security, deliveries, vendors, etc., and escalates to Regional Manager when appropriate 

Take authority to act on behalf of the RM in operations and personnel issues 

Oversee overall operation of the PPC, fairly delegating tasks and responsibilities, escalating issues to the RM as appropriate 

 

 

 

Other duties as assigned 

 

WORK ENVIRONMENT AND CONDITIONS 

Physical requirements:  

Be comfortable to work in a quiet testing environment 

Be flexible in work hours