Product Operations Associate, QI Performance

ETS is a global education and talent solutions organization dedicated to enabling lifelong learners to be future-ready. We specialize in advancing the science of measurement to establish the benchmarks for fair and valid skill assessment. Our mission is to promote skill proficiency, facilitate upward mobility, and create more opportunities for individuals worldwide. For over 70 years, we have been at the forefront of developing products and services grounded in extensive research and a firm belief in the transformative power of learning. Our diverse portfolio includes some of the world's most reputable assessments such as the TOEFL, TOEIC, GRE, and the Praxis family of assessments. Additionally, we drive innovation through research and development activities that push the boundaries of learning and measurement. Our educational measurement solutions and research efforts are pivotal in shaping new methodologies and tools, engaging in crucial dialogues with education policymakers, and addressing pressing issues with viable solutions. Our ultimate goal is to foster an inclusive world where all learners can enhance their lives through education. As part of our team, your primary responsibilities will include overseeing Remote Proctoring Services, which involves various key tasks: - Conducting regular assessments of remote proctors" performance based on predefined criteria and metrics. - Ensuring that remote proctors comply with company policies, procedures, and best practices. - Providing feedback and training recommendations to the management team based on performance evaluations. - Generating detailed reports on proctor performance, highlighting strengths, areas for improvement, and trends. - Monitoring approximately 5-7% of proctored sessions for compliance. - Collaborating with the training and development team to update materials and protocols according to assessment findings. - Identifying opportunities for process enhancements and contributing to the development of new evaluation methods. - Upholding ethical standards and adhering to relevant laws and regulations applicable to your role. To excel in this position, you should possess the following knowledge and skills: - Strong analytical and observational abilities. - Excellent written and verbal communication skills in English. - Capability to provide constructive feedback and support improvement initiatives. - High ethical standards and integrity in all actions. - Ability to handle sensitive information with utmost confidentiality. - Proficiency in providing regular status updates on daily operations and a comprehensive understanding of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).,