Greeter/Proctor - IELTS/Digital Exams

Job Title : Greeter & Proctor – IELTS Online

Purpose of job:

Position holder will be responsible for greeting and proctoring process of IELTS Digital Exams. As a part of the role, job holder will be responsible for assisting a test taker in the check in process, assessing and validating the credentials of the candidates appearing for IELTS Exams, remotely proctor multiple candidates during live test session.

The position holder is also responsible to highlight challenges, malpractices, frauds during proctoring as per exams guidelines.

Role context

• Proctoring and Greeting will operate from office in 3 shifts and in 24*7 operations, with any 2 week offs in a calendar week (doesn’t necessarily mean a Saturday or Sunday). This role is expected to operate in 24*7 work from office environment.
• The role is required to work in team and reporting to a Team Leader.
• The overall process size will range between 80- 100 resources.
• The individual is required to operate in a secured environment i.e. access to personal belongings and mobile phones or any other electronic devices is not allowed on productive floor.
• The placement for this role is based on a comprehensive certification process and clearance of Background checks.
Individuals are expected to be available & flexible for cross-skilling into other lines of business as per business requirements. Which may require upskilling & working in the required areas as per standards/schedule.

Main opportunities/challenges for this role

Greeting:

• High attention to details to ensure validation of right information of the candidates before start of the exam.
• Resolve Queries of the candidates during the check in process.
• Identify and escalate priority issues.
• Route/Transfer issues to appropriate resource/channel if necessary.
• Follow up on enquiries where necessary.
• Complete logs, update necessary data sheets
Ensure daily transaction targets are met with high quality standards.

Proctoring:

• Remote proctoring of 6 candidates per session during live test session against defined parameters. The session requires a continuous sitting of 3-4 hours per session.
• Report malpractices and inconsistencies observed during test session to the team leader as per the evaluation guidelines.
• Complete the logs and update necessary data sheets for each candidate and test session on daily basis.
• Ensure daily transaction targets are met with high quality standards.
• For candidate facing technical issues during test day, Incident tracker and necessary documentation shall be completed on same day.
Investigating the recordings from Inspera to detect malpractice.

Information Security and other mandatory compliances:

• Read, understand and comply with the information security policies.
• Raise incident / blow whistle when observe any noncompliance to information security or IELTS compliance related policies.
• Ensure compliances to Organizational policies like code of conduct, IT policy etc.

Qualifications

• Graduation or equivalent

Role specific knowledge and experience

• Minimum 12 months of work experience.
• Meet English language proficiency at a minimum level of IELTS band 6.5 or equivalent internationally recognised qualification (BCMS/Vendor will arrange for language proficiency and certification test)- communication skills will also be judged in the voice and accent assessment round.
• Typing Speed minimum 35 WPM.
• Basic MS Excel knowledge of using formulas (vlookup, hlookup, conditional formatting and pivot table)- Excel workbook to be shared separately.

Further Information

Pay Band – 4

Contract Type – FTC

Department/Country- GSS English & Exams (IELTS Online)/India