Test Center Manager - Melbourne, Victoria

Test Center Manager - Melbourne, Victoria, Australia

Workplace Type: On-site

Job: TESTING CENTER

Schedule: FULL_TIME

Description: Pearson VUE ( 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 in Melbourne, VIC.

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 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 for recognizing and identifying potential improvement areas and acts as the 'go-to' person at the test center when the Regional Manager is not immediately available.

CORE COMPETENCIES

• Detail Oriented
• Communication Skills
• Problem Solving
• Customer Focus
• Ethics and Value

SCOPE AND IMPACT OF JOB

Working closely with Test Administrators and the Lead Test Administrator in the test center, the 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 years customer service experience required
• Exposure in a testing environment strongly preferred
• Experience with Microsoft Office and Windows applications required

Skills, Knowledge and Abilities:

• Strong written and oral communication skills
• Ability to communicate both technical and functional information
• Ability to work independently
• Ability to handle a reasonable amount of stress
• Strong attention to detail
• 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
• Perform daily site opening and closing
• Help to ensure a clean, professional, quiet testing atmosphere in the center

• Customer Service

• Review test roster and prepare 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
• 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 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
• 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 new hires

• Management Support

• Serve as the contact point for building management, site security, deliveries, vendors, etc., and escalate 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.

We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow, and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing

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At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: