Test Security Specialist

About ETS
ETS is a global education and talent solutions organization enabling lifelong learners worldwide to be future-ready. For more than 75 years, we've been advancing the science of measurement to build benchmarks for fair and valid skill assessment across cultures and borders. Our worldwide impact extends through our renowned assessments including TOEFL, TOEIC, GRE and Praxis tests, serving millions of learners in more than 200 countries and territories. Through strategic acquisitions, we've expanded our global capabilities: PSI strengthens our workforce assessment solutions, while Edusoft, Kira Talent, Pipplet, Vericant, and Wheebox enhance our educational technology and assessment platforms across critical markets worldwide.

Through ETS Research Institute and ETS Solutions, we're partnering with educational institutions, governments, and organizations globally to promote skill proficiency, empower upward mobility, and unlock opportunities for everyone, everywhere. With offices and partners across Asia, Europe, the Middle East, Africa, and the Americas, we deliver nearly 50 million tests annually. Join us in our journey of measuring progress to power human progress worldwide.

The primary responsibility of the Test Security Specialist is to ensure the fairness and integrity of the testing process by conducting investigations into test day irregularities and resolving cases according to the policies and procedures set forth by each testing program. The Test Security Specialist will serve as liaison to internal/external clients, test takers, General Counsel and take action to release, question or cancel scores according to established guidelines.

• Investigate test irregularities and identify evidence of test security infractions by means of document examination, review of test day irregularity reports and test day videos interviews with test center
• supervisors or proctors and information gathering from other relevant sources.
• Perform photo, voice and/or handwriting analysis to identify individual or groups of questionable scores
• Gather and analyze all pertinent information relevant to each case before determining final course of action.
• Utilize business intelligence tools, such as PowerBi and Tableau, to further analyze cases, track trends, and individual performance.
• Collaborate with Technology by participating in UAT testing, regression testing, and documentation of JIRA/Confluence, as needed.
• Communicate daily (via phone and email) with test takers, parents, attorneys, institution officials, testing staff, and proctors, adhering to ETS policies and principles governing confidentiality of information and exercising judgment in communicating information which carries legal implications, and which is sensitive in nature.
• Act as liaison between ETS and test takers and/or their representatives on matters related to irregularities, providing advice on how to resolve the matter, communicating relevant information concerning corporate policy and procedures.
• Collaborate with remote proctoring vendor(s) on case resolution and opportunities for improvement.
• Document all investigative actions within internal case management system.
• Gather and review all pertinent information relevant to each case before determining final course of action.
• Confer with ETS General Counsel, OTI Appeal Lead, Program Directors, Customer Care, and Assessment Development to interpret additional information as it develops and provide advice and opinion on how to proceed.
• On occasion, conduct test center audits or administer retests to ensure compliance with test administration policies and procedures.
• Abide by all established policies and procedures set forth by Programs, GCO, and OTI leadership.
• Perform special projects/new work and prepare reports or job aids as requested by management.
• Adhere to ethical standards and comply with the laws and regulations applicable to your job function

Bachelor's degree or an equivalent combination of education and experience is required.

• 2+ years of relevant work experience
• Extensive customer service experience needed.
• Develop a working knowledge of the roles and responsibilities of internal business partners.
• Investigative mindset to look beyond the easy answer and gather data through research or interviews to support the work process

Excellent verbal and written communication skills

• Ability to handle and problem solve for multiple tasks/projects concurrently is a must.
• Analytical skills are necessary to quickly understand and act on data.
• Conflict resolution skill are necessary for fast place work environment.
• Proficient in MS Office Suite - Word, Excel, Outlook, Teams, PowerPoint, SharePoint
• Adaptability to change.
• Ability to work independently and collaboratively at a fast pace.

ETS is mission driven and action oriented

• We are passionate about hiring innovative thinkers who believe in the promise of education and lifelong learning.
• We are energized by cultivating growth, innovation, and continuous transformation for the next generation of rising professionals as leaders. Â In support of this ETS offers multiple Business Resource Groups (BRG) for you to learn and advance your career growth
• As a not-for-profit organization we will encourage you to lean in to your passion for volunteering. Â At ETS you may qualify for up to an additional 8 hours of PTO for volunteer work on causes that are important to you

ETS is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law. We believe in creating a work environment where all individuals are treated with respect and dignity.