Product Operations Associate, QI Performance

2 months ago

gurugram, India ETS Full time

About ETS:


ETS is a global education and talent solutions organization, enabling lifelong learners to be future ready. We advance the science of measurement to build the benchmarks for fair and valid skill assessment. We are committed to powering human progress by promoting skill proficiency, empowering upward mobility, and unlocking more opportunities for everyone, everywhere.

For more than 70 years, we have developed products and services based on rigorous research and our belief in the power of learning. Our portfolio consists of some of the world’s most trusted assessments - including the TOEFL® and TOEIC® exams, the GRE® and the Praxis® family of assessments - along with research, development and innovation that explores new frontiers in learning and measurement. Our educational measurement solutions and research contribute to the development of new methods and tools, inform important dialogue with education policymakers, and shed light on critical issues and potential solutions - all with the aim of creating a world where all learners are able to improve their lives through education.


Primary Responsibilities:


Remote Proctoring Services:

  • Performance Evaluation: Conduct regular assessments of remote proctors’ performance based on predefined criteria and metrics.
  • Quality Assurance: Ensure remote proctors adhere to company policies, procedures, and best practices.
  • Feedback and Training: Provide status updates and report feedback to management team and recommend training or improvement plans as needed.
  • Reporting: Generate detailed reports on proctor performance, highlighting strengths, areas for improvement, and trends.
  • Compliance Monitoring: Monitor roughly 5-7% of proctored sessions.
  • Collaboration: Communicates and collaborates with the training and development team to update training materials and protocols based on assessment findings.
  • Continuous Improvement: Identify opportunities for process improvements and contribute to the development of new evaluation methods.
  • Adhere to ethical standards and comply with the laws and regulations applicable to your job function.


Required Knowledge/Skills:


  • Strong analytical and observational skills.
  • Excellent English written and verbal communication skills.
  • Ability to provide constructive feedback and facilitate improvement.
  • Strong ethical standards and integrity.
  • Ability to handle sensitive information with confidentiality.
  • Ability to provide status updates on day-to-day operations; deep understanding of SLA’s and KPI’s

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