Online Assessments Supervisor

About the role

The Supervisor, Online Assessments is responsible for the efficient coordination of PSI’s online proctoring operations for Onshore Clients, to include carrying out all tasks associated with the administration of remote proctoring. They have direct oversight of the Quality Assurance, Technical Support, and Test Security Specialist teams that are dedicated to the Onshore program. They are first contact for escalated issues, they monitor online proctor performance, assist in answering and responding to questions, and review team activities to develop action plans related to increasing and refining the skill level of their teams.

Role Responsibilities

• Direct oversight of Quality Assurance, Technical Support, and Test Security Specialist teams that are dedicated to the Onshore program. This is to include hiring, performance monitoring, disciplinary action, and employee termination as needed.
• Lets staff involved in online proctoring with strong knowledge of customer systems and products/services.
• Works closely with managers and staff to assess and meet Onshore Program goals.
• Trains guides and monitors employee performance.
• Provides weekly and monthly team reports, to include daily, weekly and monthly queue performance reporting.
• Provides ongoing training and coaching.
• Makes sure to monitor calls and exam sessions in online proctor group to ensure proper productivity and quality.
• Participates in the development, implementation, and update of training.
• Able to logically assess difficult situations in a timely manner keeping in mind fairness between candidate and employee policies and procedures.
• Able to act as leader in Supervisory or Managers absence in ensuring the properly running of the online proctored exam sessions.
• Work and communicate effectively with various levels of management and sponsors and act in the best interest of all parties involved.
• Coordinates work and vacation schedules of team members.
• Maintain confidentiality and security of all exams administered.
• Responsible for promoting and maintaining the highest level of exam security.

Requirements

• People leadership experience is required, including experience of managing remote (global) employees and teams.
• A high school diploma level of education is expected, bachelor’s degree is preferred.
• Online proctoring experience or equivalent experience in a testing environment is preferred.
• Experience in employee relations and/or Human Resources environments is also desirable.
• Project management and multi-tasking experience is desirable.
• Computer literacy and skills in Microsoft Office and Atlassian software are desirable.
• Able to read and interpret documents such as safety rules and operating/maintenance instructions.
• Evidence of ability and experience in identifying, evaluating and troubleshooting potential problems for customers.