Product Operations Associate, Qi Performance

5 days ago

Gurugram Haryana, India Educational Testing Service (ETS) Full time

ETS is seeking a detail-oriented and analytical individual to join our team as a Product Operations Associate. In this role, you will be responsible for evaluating the performance of QIs to ensure compliance with our standards and protocols. Your assessments will help us maintain the quality and integrity of our remote proctoring services.

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.

LI-AS1

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**Experience and Skills**:
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
- Ability to understand client/vendor’s needs and ensure that ETS is meeting those expectations.
- Demonstrated understanding of product operational needs
- Escalates effectively when faced with uncertainty and / or lack of data by seeking the data necessary to guide decision-making.

Education and Experience
- A Bachelor’s degree or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.
- Experience: Previous experience in performance assessment, quality assurance, or a related role.
- Experience in remote proctoring or online education is a plus.

From: ETS GCC

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