Job Description

The Advance Associate, Test Centre Support (Channel Care Associate) is responsible for providing non-technical customer service support to Pearson VUE third-party test centers through proactive test center engagement, quality management, and developing and maintaining effective relationships in order to influence a positive exam delivery experience for our clients' candidates. They will monitor operations, day-to-day activities, and customer satisfaction, compliance monitoring and training.

Working closely with various teams like the Program Coordinators, Channel Sales, and Test Centre Personnel. The Channel Care Associate manages assigned channel care and quality tasks to ensure high-quality internal and external customer service.

This role requires the individual to be located within commuting distance of the Pearson VUE Noida office. The position will be primarily home‑based, with the possibility of occasional office‑based work. To support test centers in the Americas region, the role will involve night shifts, with start and end times occurring during overnight hours.

Duties include:

Operations  

• Perform regular outbound calls to the Select Pearson VUE Test Centers and regular Pearson VUE Test Centers (PVTC) to develop relationships, provide support and training as needed, or make requests to PVTCs for capacity and expansion.
• Maintain a comprehensive understanding of test center policies and procedures and exam sponsor requirements for test delivery.  
• Work in accordance with the departmental key performance indicators (KPIs).
• Work with other departments on new site applications, review and provide guidance on applications and feedback as needed.
• Engage with test centers on any quality issues that may be reported, create case report and retraining actions as determined based on the issues reported.

Case Management  

• Manage incoming calls during scheduled department hours.  
• Respond to incoming inquiries from test centers and regional managers via phone, cases, and e-mail in a timely, professional, and efficient manner.  
• Monitor unassigned voicemails, cases and e-mails coming into the shared mailboxes and respond or re-assign accordingly.
• Ensure a case is created, correctly assigned, prioritized, and updated for every test center issue brought to the department’s attention (including those not assigned directly to you).  
• Follow up on assigned cases to resolution, ensuring complete and accurate documentation of issues, escalations, decisions, and outcomes.  
• Exercise judgment in prioritizing and reclassifying cases and tasks, to ensure more important issues are addressed ahead of less time-sensitive cases/tasks.  
• Document and follow up on complaints registered against test centers.  
• Promptly escalate security incidents and other critical issues.  

Audit  

• Proactively monitor test center compliance with policy, procedure, and performance requirements.  
• Audit test center log sheets and other records to ensure operational compliance.  
• Corrective Action  
• Work with test centers that are performing below standards to implement corrective action plans.   
• Participate in test administrator training initiatives.
• Handle the suspension and closure of PVTCs and PVTC Selects as directed.  

Essential Experience and Qualifications

• 3 to 5 years of experience required
• Bachelor’s Degree required
• Vocational experience in a similar environment.
• Ability to follow detailed procedures and ensure a high level of accuracy in documentation and data.
• Ability to take responsibility for actions, a self-starter who can work well in a dynamic and busy environment.
• Prioritization skills and experience of dealing with multiple projects in a structured way.
• Experience in a customer-facing environment, where ensuring high levels of customer satisfaction is essential.
• Ability to establish rapport and deal with people at varying levels, both internally and externally.
• Excellent English communication skills, both written and oral.
• Ability to work in a team structure.
• Sound working knowledge of the Microsoft Office Suite and associated packages including Word, Excel, PowerPoint, Outlook, Access and Internet packages.
• Ability to ask thoughtful questions, collaborate and research internal process documentation and resources as needed.

Required Competencies

• Excellent English skills, both written and oral
• Collaborative Working
• Commitment to Improving quality of service
• Customer Focus
• Effective Communication.