Test Center Support Professional

Pearson VUE is looking for a Test Center Support Professional to join our Channel Care team. As a Channel Care Associate, you will provide essential non-technical customer service support to Pearson VUE test centers. Your primary focus will be on proactive engagement, quality management, and developing strong relationships to ensure a positive exam delivery experience for our clients' candidates. You'll monitor quality, security, customer satisfaction, compliance, and training, working closely with Program Coordinators, Channel Sales, and Test Center Personnel. This role requires you to be based within commuting distance of our Noida office, with shift work to support global business across SE Asia, UK, and USA time zones.

Duties Include

Operations

• Perform regular (bi-weekly) outbound calls to both Select Pearson VUE Test Centers and regular Pearson VUE Test Centers (PVTC) to build relationships, offer support and training, and request capacity or expansion.
• Create and manage cases for these calls, summarizing discussions, actions, and follow-ups.
• Maintain a comprehensive understanding of test center policies and procedures and exam sponsor requirements for test delivery.
• Work in accordance with departmental Key Performance Indicators (KPIs).
• Collaborate with other departments on new site applications, reviewing, guiding, and providing feedback as needed.
• Engage with test centers on any reported quality issues, creating case reports and determining retraining actions based on the issues.

Case Management

Audit

Corrective Action

Essential Experience and Qualifications

Required Competencies

Skills Required

Case Management, Audit, Documentation, Communication Skills, Microsoft Office Suite, collaborative work