Job Title – Advanced Associate, Test Center Support Note: This is a complete non -technical role. Technical candidates please DO NOT apply. We’re currently seeking an Advanced Associate, Test Center Support to become a part of our Melbourne team. This role focuses on delivering non-technical customer service support to Pearson’s test centers, proactively engaging with test centers, monitoring quality and security, building strong relationships, and ensuring a positive exam experience for clients’ candidates while fostering customer satisfaction and maintaining compliance standards. Working closely with various teams such as Program Coordinators, Channel Sales, Events, and Test Centre Personnel, the Advanced Associate manages channel care and quality tasks to deliver exceptional internal and external customer service. This position may require working in shifts to support Pearson’s global business. As a result, shift start and finish times may vary across the working day and night. The primary regions supported are Southeast Asia, Australia, and New Zealand. Key Responsibilities Operations Perform regular (bi-weekly) 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. Create a case for these calls that summarizes the discussion and any actions; complete follow up for these actions. 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. Supporting Test Centers with onboarding, relocation, and expansion to ensure all requirements are met. Engage with test centers on any quality issues that may be reported, create case reports and retraining actions as determined based on the issues reported. Case Management 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 or candidate 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 elevate 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. Review test center report cards, integrity shopper reports, and other reports to identify areas requiring improvement, re-training, or corrective action. Corrective Action Work with test centers that perform 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 & Qualifications Degree-level education or equivalent qualifications. Minimum of 2 years of experience in Operations, Training or Quality Assurance. Excellent command of written and spoken English. Proven experience in coordinating a broad range of responsibilities and projects to successfully meet deadlines. Strong prioritization abilities with experience managing multiple projects in an organised manner. Confident in adhering to detailed procedures and ensuring a high standard of accuracy in documentation and data management. Demonstrates accountability, self‑motivation, and the ability to excel in a dynamic and fast‑paced environment. Enthusiastic and proactive team player who works independently while recognising when to seek assistance or elevate issues as necessary. Maintains a positive, solution‑oriented attitude and consistently communicates constructively with both internal and external stakeholders. Committed to exceeding customer expectations. Adept at adapting to new business practices and embracing change positively. Fully proficient in Microsoft Office suite and related applications. Demonstrated intermediate to advanced proficiency in Microsoft Excel. Desirable Experience & Qualifications Experience coordinating logistics associated with exam delivery International work experience and cultural awareness Knowledge of Pearson VUE applications Experience in analysis, documentation, and reporting Customer Focus Effective Communication skills both written and oral Effective Time Management Multi‑Tasking Skills Capable Team Player Commitment to Improving Quality Job Job: Test Center Operations Job Family Job Family: LEARNING & CONTENT DELIVERY Organization Organization: Assessment & Qualifications Pearson is an Equal Opportunity Employer and a member of E‑Verify. Employment decisions are based on qualifications, merit and business need. 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. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 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 #J-18808-Ljbffr