Proctor Team Lead

Ascend Learning is a national leader in data driven, online educational solutions for learners, educators and employers in high-growth, licensure-driven professions spanning healthcare, fitness and wellness, skilled trades, insurance, and financial services. We are passionate about accelerating learning while impacting job readiness, employment success and employee retention with the belief that our work changes lives.

Our culture is intentionally results-driven and selfless with a relentless focus on our customers. We believe in trust, transparency, freedom, and responsibility with a commitment to meritocracy, inclusion, and diversity of thought. Continual investment in our over 1500 employees is also a core principle realized through ongoing professional development and providing opportunities to grow, develop and lead. Ascend Learning is headquartered in Burlington, MA with additional office locations and remote workers in cities across the U.S.

Job Summary

Ascend Learning is seeking a passionate Manager to lead our Proctor Team. This position requires a detail oriented, analytical individual looking to make an immediate impact on our dynamic and quickly growing business. This team administers assessments to external customers, conducts recorded image and video analysis of testers, and works with customers to schedule and take their exam. This position also provides strategic cross-functional leadership to develop and enhance the security of our content.

Responsibilities

• Lead a team of proctors covering first and second shift hours Monday through Friday and day shift on Saturday.
• Deliver excellent customer service via inbound and outbound calls and via email to ensure testers are successful at scheduling and taking their exam.
• Maintain the security of exam content and customer accounts by ensuring processes are established and followed to identify and remediate unusual or unauthorized activity identified during the proctoring process.
• Administer remotely proctored assessments through web-portal to users in their own home locations.
• Develop and document processes and continuously identify and implement improvements.
• Conduct video review of assessments as needed.
• Setup remotely proctored tests and schedule sessions in advance while ensuring appropriate coverage by team members.

Skills & Abilities

Leadership: Demonstrated ability to lead and motivate direct reports by establishing a strong culture that aligns with the Ascend Learning values.

Analytic with Urgency: Quickly analyze and investigate testing irregularities and issues. Provide appropriate feedback and recommendations to quickly resolve any issues.

Problem Solving Skills: Ability to dive deeply into issues and create a plan of action to quickly respond to and resolve the issue.

Detail Oriented: Ability to analyze the smaller components of an issue and use these to help identify larger trends and root causes. Able to thoroughly document all steps and interactions up to and including resolution.

Written Communications: Able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

Required Skills:

• Bachelor’s Degree
• 5+ years professional experience
• 2+ years leading direct reports
• Experience in call center environment preferred
• Knowledge of assessments, proctored tests, and testing sciences preferred
• Strong communication skills
• Experience in process design, documentation, and improvement
• Thorough understanding of Microsoft Office applications
• Ability to work well with a remote team and collaborate on group issues

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

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