Description: Responsible for administration and invigilation/proctoring of exams, ensuring strict adherence to operational policies and procedures, and delivering high-level customer service within the Test Centre. Pearson Professional Centres (PPCs) & Pearson Test Centres (PTCs) Part of an international network of computer-based testing centres, delivering quality examinations in a highly secure environment.
Pearson VUE serves a wide range of clients and offers a comprehensive suite of exams, requiring varied approaches in delivery. Test Centre Administrator: Role Overview Responsible for administration and invigilation/proctoring of exams, ensuring strict adherence to operational policies and procedures, and delivering high-level customer service within the Test Centre. Key Responsibilities & Activities Customer Service / Communication • Provide and maintain a consistently high standard of customer service to all stakeholders. • Ensure candidates’ needs—including those with special requirements—are met with understanding and respect. • Record and escalate complaints, incidents, or miscellaneous candidate/client issues to the Test Centre Manager. • Communicate with technical support to resolve technical issues. • Maintain timely, accurate communication and professional relationships with all contacts. • Escalate concerns to the Test Centre Manager promptly.
Operational / Administration • Support daily administration and invigilation/proctoring of all tests within the PPC or alternative testing environment. • Take responsibility for personal health and safety. • Maintain a safe, healthy, quiet, secure, and clean environment for candidates and colleagues. • Comply with incident reporting and escalation procedures. • Adhere to all company policies and procedures, especially IT, HR, and Security. • Undertake additional duties as needed for smooth Test Centre operations. • Complete all required accreditations, mandatory training, skills checks, and attend meetings as required.
• Stay updated on testing requirements and procedures for Pearson VUE clients. • Maintain competency in all systems and procedures. • Perform daily opening and closing procedures for the test centre. • Act Up in the absence of the Test Centre Manager, following the Company’s Acting Up policy. • Ensure all hours and leave are recorded and authorized per Company guidelines.
• Review and prepare exams, process candidates (including security checks), and undertake necessary training and development activities. Security • Ensure compliance standards are met for Test Centre operations, strictly adhering to Pearson VUE security protocols. • Maintain confidentiality of all candidates and proprietary Pearson VUE information, in accordance with local data protection laws. • Safeguard the integrity and security of exams. Essential Experience & Qualifications • Good general literacy and verbal communication in English. • Experience in a customer-facing role. • Willingness to work flexible hours as required. • IT/computer literacy, comfortable with Microsoft Office and Windows applications. • Excellent interpersonal skills; able to interact with a diverse range of people. • Ability to work in a quiet, exam-based environment. • Ability to work under pressure. • Excellent attention to detail. • Ability to pass Pearson VUE certification for Testing Administrator and achieve annual re-certification.
• Understanding/experience of a testing environment preferred. • Willingness/ability to assume additional responsibilities (e.g., Acting Up for TCM). Working Arrangements / Environment • Some travel to other work locations may be required. • Flexibility in work hours.